Aftercare Team leader at Ampersand E-mobility Limited

About the role

The Aftercare manager will be the primary interface with customer post sales. This role will oversee customer care teams including roadside assistance, vehicle maintenance, “top up” sales, and spare parts. The aftercare manager will be accountable to delivering unparalleled service for our customers and fleet partners through proactive and efficient systems. This role will report to the Head of Operations-Kenya and hold the following responsibilities:

• Management of vehicle service teams, including service writers and technicians, to deliver the best service experience on the market.
• Be accountable to spare parts inventories, overseeing stock keeper performance, stock accuracy, and order reception irregularities.
• Management of roadside care teams including vehicle upkeep and performance efficiency.
• Process experimentation resulting in continuous improvement of our service systems.
• Collaboration with facilities to build efficient facilities for maintenance.
• Monitoring and reporting service and retailing revenues.
• On time customer support on issue resolutions as per the KPI’s
• Other duties at the discretion of Ampersand.
• Championing escalations-and ensuring customer issues and escalations are being resolved on time
• Gather customer feedback and channel for continuous Improvement
• Follow up with partner requests and managing TAT (Turn Around Time)
• Working closely with supply chain on all returns and repairs (Aftercare Team) at the
• Kenya Ampersand warehouse outlets and ensuring that no cases are pending unattended
• Ensure adherence of workshop policy enforcement at all times

Minimum qualifications

• Ability to deliver results on time and on budget.
• A strong work ethic and the ability to manage shifting priorities and unforeseen challenges.
• Familiarity with experimental design and execution.
• High degree of comfort with quantitative analysis.
• Professional comfort or higher with English.
• Bachelor's Degree is Must have

This position is unique because:

• You will design around the commercial motorcycle driver, a customer who has been historically underserved.
• It is open to limitless creative opportunities to build teams, processes, and spaces for a new industry
• You will join the early days of a high growth company and build a new branch from the ground up.
• We are a lively team that values community.
• You will be supported by an attentive leadership team.