What you would be expected to do
Installation & Service: Attend Installations request, and service queries, identify faults, and resolve the issue with minimum downtime. Build and manage the installer & technician network. Develop a schedule, and carry out planned maintenance for the Inverter.
Quality Assurance: Carry out a diagnosis of faults, maintenance, and repairs to all types of technical issues of the product in a safe, timely, and professional manner and return the product to operational service. Ensure all work is undertaken to a high-quality standard and adheres to all standard quality regulations. Regular positive improvement of all the existing processes at the Service Center every quota.
Systems and process design: Coordinate with technology teams to ensure company systems meet customer service needs, including applications. Develop new processes to transform current service operations more efficiently.
Training: Build training materials and hold training for partners/ customers about product troubleshooting, repairs, installation, and replacement processes when requested. Develop a thorough knowledge of the product and service the company your work for is offering.
Customer Service: Deliver a comprehensive service to inquiring customers. Find solutions and close product replacements and other warranty claims within the designated timelines. Delegate certain customer inquiries to specific teams when needed.
Team Management: Lead the development and continuous improvement within the after-sales team. Provide guidance for team members’ careers. Drive professional growth within the team, mentoring individuals to develop valuable skill sets.
Dispute Management: Manage a large number of incoming calls and emails, keeping a record of customer interactions and details of actions taken. Report back on results addressing any issues/disputes from customers.
Drive Operational Efficiency: Meet KPI goals, including service level timelines and customer net promoter scores.
Documentation & MIS: Provide periodic reports to management on after-sales & service activities.
You might be a strong candidate if you
A degree qualification from a recognised institution, preferably in Technical Related subject
3 + experience in after-sales services support in the electronic consumer goods/ Solar Inverter system and mobile industry.
Demonstrated experience managing the After Sales Service department in a target-driven role.
Excellent verbal and written communication skills with the ability to distil information and understand how to communicate to different audiences to get results.
Strong organisational skills with the ability to prioritise, multi-task, and execute in a fast-paced environment
The ability to cultivate strong business relationships and work within a team
Proficiency in computer skills, including Microsoft Office Suite
Very strong ability to structure problems and drive towards solutions even in ambiguous situations
Entrepreneurial Spirit with qualities of being able to work independently and figure things out with innovative thinking, problem-solving skills, and presence of mind.
What We Offer
An opportunity to grow as a professional in a dynamic, fast-growing, high-impact industry
The chance to work in an open-minded, collaborative culture surrounded by enthusiastic Greenlighters who are driven by the challenge of continuously innovating and growing a smart, sustainable business with a profound impact on the world
A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds
Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Greenlight Academy
