Regional Service Technician

Job Location: Regional Service Centers, Nairobi and Coast.Job Tier : ADirect Reporting: Regional Service Center ManagerPosition DescriptionThe job holder will be expected to provide product service and customer support at d.light’s service centers and during field service visits and manage all repair, maintenance, and test tasks assigned by the regional service manager or that come to the service center.Diagnose errors or technical problems and determine proper solutions to support all d.light’s products and deliver exceptional service to our customers. The job holder will have to be highly in tune with solar technology, consumer electronics, and mobile phone repair.R&RsWork with the service teams to identify and undertake all required product repair activities in accordance with the relevant specifications and set standards, on schedule.Provide service and customer support at the service center and during field service visitsManage all repair, maintenance, and test tasks for d.light’s customers at the service centerDiagnose errors or technical problems and determine proper solutionsDocument repair and service processes on Atlas or any other platform provided by d.lightFollow all the company’s service procedures and protocolsCooperate with other technical team members and share information across the organizationComprehend customer requirements and make appropriate recommendations or briefingsEnsure top-standard customer service at all timesManage spare parts, tools & other company inventory as will be assigned from time to time.RequirementsKPIsMeet service center operation’s targets. (100%)100% timely utilization of and accurate data capture on d.light’s Service Platform (Atlas)Spare parts and refurbishment stock management at service centerRepeat repair ratio of less than 3%Supporting 100% d.light’s service centers through technician training or any other relevant support as assigned by the service center managerAchieve paid after service at 100%LTP below 12%C-TAT - <7 daysDesired Skills And ExperienceA degree or diploma in electronics or electricalsMinimum 3-years’ experience in the solar PV industry or technical repair field. Both solar and mobile phone repair experience will be an added advantageDemonstrate the ability to understand business goals and recommend new approaches, policies and procedures to effect continual improvements in business objectivesStrong mindset for continuous improvement and meeting or exceeding expectations and able to demonstrate complete discretion and confidentialitySuperior verbal and written communication skills (multiple language will be an advantage), with an emphasis on tact and diplomacyBusiness driven, people focused, with exceptional influencing skills; Excellent organizational, multi-tasking, presentation and time-management skillsPassion for social enterprise, development of people and environmental benefitsUnderstands repair and quality control toolsHow To ApplyInterested and qualified candidates are invited to submit their application.Please note: Submission of both a Cover Letter and CV is Mandatory for consideration.Only shortlisted candidates will be contacted.