JOB RESPONSIBILITIES
Pre-book appointments & Pre-plan dispatch routes for all technicians for proper SLA Management
Optimize service delivery within assigned territory to guarantee customer satisfaction
Provision of planning support to all technical support staff
Provide field reports on Solar Power System (SPS) activities in assigned territory to Line Managers
Ensure proper record keeping of replacement & faulty systems in client location
Effective use of the CRM to document all customer interactions
Provide data driven solutions, trend analysis and recommendations weekly for continuous improvement
Provide periodical (daily/weekly) progress reports on all technicians – On Roll & Off Roll
Performance appraisal of all reporting lines
Adhere to all laid down Service and Policy guidelines
Cross functional involvements with different teams for periodic exercises e.g. Stock counts & Installation
Ensure stock assigned to team is properly utilized and cared for to avoid loss or damages
Other adhoc duties as the need arises
SKILLS & KNOWLEDGEEducational Qualifications & Functional / Technical Skills
HND/BSc Electrical Electronics Engineering
Minimum of 6 months working experience in a co-ordination/planning capacity
Minimum of 1 year working experience with Solar Energy Systems with Telecoms an added advantage
Customer service or process management experience (no less than 1 year)
Understanding of the principles of CRM and Customer Management
Understanding of the principles of Business Intelligence and Reporting
Good interpersonal and relationship building skills
Relevant Experience
Understand Solar Systems and Product Development principles
Proven record of achieving business success
Good oral and written communication skills; Report writing, Presentation
Experience in Delighting Customers / Clients
Other requirements (Behavioral etc.)
Result and service orientation
Ability to travel during work when required
People Management; good with people – calm mien, good at building relationships
Analytical minded
Ability to work under pressure
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