Technical Support Specialist
d.light
IT, Customer Service
Lusaka, Zambia
Posted on Dec 23, 2024
Job Description
About d.light
Founded in 2007 as a for-profit social enterprise, d.light manufactures and distributes award-winning solar products designed to serve the more than 2 billion people globally without access to reliable electricity. With operations across Africa, Asia and the Americas. d.light has transformed over 180 million lives worldwide through its and sustainable solar products and solutions. For more information, visit www.dlight.com
Position Description
The job holder will deliver exceptional sales operations, quality assurance and after-sales technical support for d.light products. The Technical Support Specialist needs to be highly in tune with the hardware, operations and the customer needs. The job holder shall be expected to ensure that proper and timely data entry is done. The Quality Center will track customers feedback, warranty reporting, product replacement management, product repair – level 4, replacement stock & spare part management tracking through accurate data entry in d.light atlas system. This role also maintains communication between field teams and the d.light support teams.
Roles and Responsibilities
- Review and implement an after-sales process model in line with laid down strategy.
- Provide after sales training to experience centers, technicians, sales team and logistic coordinators
- Rollout service network expansion plan based on business requirements ensuring adherence to d.light branding guidelines.
- Evaluate Service Centers performance and audit of the after-sales activities at the Service Centers on a quarterly basis.
- Control incoming Goods quality control assessments.
- Ensure 100% quality center compliance on system usage for Ticketing, Work orders, Inventory management and Parts ordering.
- Track and analyze sales performance data, leveraging BI tools for the preparation of reports to management.
- Manage the d.light Atlas tenancy, acting and key point of contact for deployment, data analysis and reporting.
Requirements
Desired Skills and Experience
- A degree or diploma in electronics / electrical or related field
- Previous experience in after-sales or quality control
- Previous experience in data analysis ideally within a high-growth or operationally intensive environment
- Strong proficiency with BI tools and advanced Excel skills
- Strong mindset for continuous improvement and meeting or exceeding expectations and able to demonstrate complete discretion and confidentiality
- Superior verbal and written communication skills, with an emphasis on tact and diplomacy
- Business driven, people focused, with exceptional influencing skills; Excellent organizational, multi-tasking, presentation and time-management skills
- Passion for social enterprise, development of people and environmental benefits