Care Centre & Refurb Manager at M-KOPA Solar

In this role, you would be responsible for:

Team Leadership

• Supervising, mentoring, and guiding Care Centre and Refurb Team Leads and repair technicians
• Ensuring teams have the resources, tools, and support needed to perform their duties efficiently and effectively
• Conducting training sessions to improve technical skills and keep teams updated on new repair techniques, tools, and best practices
• Building a high-performance culture where quality standards are non-negotiable and continuous improvement is the default

Production & Backlog Management

• Ensuring sustained production of second-life devices at refurb, proactively managing capacity, staffing, and workflow
• Ensuring there is no backlog of devices pending refurbishment through disciplined throughput management
• Monitoring production metrics and implementing corrective actions when throughput targets are at risk

External Brand Partnerships

• Acting as the primary point of contact for other brands bringing devices to the Care Centre for repair or refurbishment (e.g., Samsung)
• Coordinating service levels, turnaround times, and day-to-day relationship management with external partners
• Ensuring partner expectations are consistently met and relationships are proactively managed

CRM Custodianship

• Serving as custodian of the care partner CRM system, ensuring the team captures data correctly and consistently
• Ensuring analysis is completed on time to support accurate and timely reporting
• Maintaining data integrity standards that enable reliable operational insights

Process Coordination & Quality Assurance

• Coordinating repair and rework processes for customer-returned phones, ensuring timely and effective resolution of all returns
• Monitoring the quality of repairs and reworks, ensuring all returned products meet stringent quality standards before being sent back to customers
• Implementing quality control checkpoints that catch issues before they reach customers

Collaboration with Process Engineer

• Working closely with the Process Engineer to identify and address systemic issues that may lead to customer returns
• Implementing corrective actions and providing feedback to the assembly line team to prevent future issues
• Translating repair trend data into actionable insights that improve product quality upstream

Reporting & Customer Feedback

• Compiling and analyzing data related to repair, rework, and refurb activities including common faults, turnaround times, backlog levels, and resource usage
• Reporting findings to the Head of Manufacturing and suggesting process improvements
• Providing insights and feedback to the customer service team based on repair trends and issues encountered

Safety & Compliance

• Ensuring all repair and refurb activities adhere to company safety protocols and regulatory standards
• Maintaining a safe, compliant working environment for all Care Centre and Refurb team members

Your application should demonstrate:

Education & Experience

• Bachelor's degree in Engineering, Electronics, or a related field (equivalent experience may be considered)
• 5+ years of experience in electronics repair or refurbishment operations
• At least 3 years in a supervisory or managerial role, preferably in mobile phone repair, refurbishment, or a related industry
• Hands-on experience performing repairs alongside the team, especially on complex customer-returned cases

Technical Skills

• Strong understanding of mobile phone repair processes, diagnostic tools, and quality control methods specifically in the context of customer returns
• Proficiency with CRM systems, with a track record of ensuring accurate data capture and producing timely analysis and reporting
• Familiarity with refurbishment production workflows and throughput management

Leadership & Management Skills

• Proven ability to lead and motivate a team, manage workflow, and resolve conflicts
• Experience developing repair technicians and Team Leads through structured training and coaching
• Track record of managing teams in high-volume, quality-critical environments

Analytical & Problem-Solving Skills

• Strong problem-solving abilities with a focus on identifying root causes and implementing effective solutions to reduce customer returns
• Ability to analyze repair trend data and translate findings into process improvement recommendations
• Data-driven approach to backlog management and production optimization

Stakeholder & Partner Management

• Experience managing external partner or OEM/brand relationships, including agreeing service levels and coordinating cross-organizational workflows
• Strong verbal and written communication skills for coordinating with stakeholders, reporting to management, and training staff
• Ability to manage multiple partner relationships simultaneously without compromising service standards