Department: After Sales ServiceSite Location: Ilupeju, Lagos
Job Purpose:To lead the technical team towards delivering excellent customer service to achieve the overall business goal of being the Best to Service in the Country.
Reporting Relationships:Reports to the Managing Director.Peers are the members of TEC Leadership Team.
Principal Accountabilities:1. To lead the After Sales Service team in delivery of the short term and long term strategic and financial objectives. 2. To deliver a profitable after sales service by exploring and exploiting all possible revenue streams in the market. 3. To drive the improvement in product quality through the interface between Consumers / Marketing / Manufacturing and Suppliers and take corrective measures to ensure consistent delivery of product quality and customer satisfaction. 4. To manage all After Sales Service KPIs (cost, first time fix, call turnaround time, productivity output and efficiency ratio per employee) to achieve maximum efficiency. 5. To ensure excellent customer service delivery at the Customer Care Centre at all times.6. To ensure proper repair order flow to satisfy warranty requirements. 7. To work with the parts department as appropriate to ensure proper stocking of high use parts. Follow up the stock of spare parts periodically to keep a balanced stock.8. To obtain competitive bids on all tools, equipment and supplies for cost maximization.9. To monitor the team to ensure that customer inconveniences, complaints and misunderstandings are dealt with fairly and quickly.10. To proactively plan for service business expansion.
Internal & External Relationships:External – Customers, Corporate Institutions, Authorized Service Providers, Third Party Contractors.Internal – Marketing, Sales team, Finance, Logistics and Admin.
Knowledge, Skills & Experience Needed:• At least a Bachelor’s Degree in Engineering (Mechanical or Electrical/Electronic).• Strong technical experience in the home appliances industry (minimum 7-10 years) with a proven and successful track record.• Strong capability to professionally guide and motivate the entire service team.• Demonstrate ability to manage complexity and stress in the least efficient environment like Nigeria (40,000 – 50,000 calls per year, 150 technicians, 30 service locations and 130 authorized service providers with the aim of delivering 90% customer satisfaction within 48 hrs). • Excellent analytical skills and very strong accounting principles.• Effective planning and efficient execution is key to the role. • Strong project management skills. • Detail oriented with an analytical mind and a positive attitude.• Significant experience of developing and working with highly technical systems geared towards optimizing Customer Service Operations and Service deliveries. • Proficient in managing and leading teams. • Computer expertise especially in MS Word, MS Excel and PowerPoint.
Job Context & Special Features:• Cultural sensitivity• Willingness to travel extensively (approx. 60%).