After Sales Manager at BURN

Duties and Responsibilities

Service Stations

• Set up and train new Service Stations across Somali/Somaliland as needed based on sales and failures.
• Maintain repair program and daily operations of service stations.
  • Ensure BURN-approved repairs
  • Inventory control and reconciliations
  • Manage to station payments
  • Ensure proper reporting of repairs by stations

• Identify areas of improvement that are needed for service stations and repair processes.
• Work with distributors on defective stove returns claims and repairs promptly.
• Assist in the execution of Mobile Clinics and warranty awareness drives where necessary.

Data Management and Reporting

• Track repairs and manage database(s) of repair information.
  • Maintaining accuracy of Warranty Database
  • Add data into Echo Mobile.
  • Ensure warranty materials and parts consumed are updated on ERP.
• Prepare monthly reporting on repairs
  • Work with BI and Operations to analyze repair rates and occurrences
  • Document damaged parts from repairs, including photos and physical samples.

Customer service and SMS Communication Channel

• Maintain platform for stations to report repairs.
• Maintain communication channels for customers to report repair satisfaction as well as to receive schedule reminders and notices.
• Assist in developing new functionalities within the platform.
• Ensure all aftersales surveys & communications are translated and set up in BURN’s data collection tools.
• In charge of the customer service team.

BURN Ambassador

• Always maintain the integrity and be a positive ambassador for BURN.
• Continuous improvement for our services and the experience that we offer our customers.

Skills and Experience

• Relevant Degree and Qualifications
• 3- 5 years experience in After Sales operations
• Must be able to investigate and analyze problems
• Strong interpersonal and organization skills
• Good knowledge of the local language