Service Centre Supervisors at Ignite Energy Access

Job Purpose/Mission

• The Service Center Supervisor runs Service Center customer support, walk-in sales, and lead-conversion function. Peri-urban Service Centers are Team 1-only: they house Team 1's own new-sales/upgrade motion under the Pull Strategy and servicing (repairs, swaps, PCBA replacements). Two things happen on every case without exception: every newly onboarded customer receives a welcome call and documentation validation within 24 hours of installation, and no Referral Agent lead is closed at the Service Center without being logged and attributed in the SOL.RM’s Prospecting App first — this is what keeps the Service Center's Pull Strategy motion auditable and protects early-stage repayment performance.

Responsibilities (1/3):   
Daily Cadence — Walk-In Sales, Customer Service & Post-Installation Validation 

• Each day, run the Service Center's three customer-facing functions and keep the installation pipeline moving: 
• Walk-in sales — serve as the primary point of contact for walk-in customers, deliver tailored pitches for solar energy and mobile phone options, and onboard closed sales onto SOL.RM the same day.
• In-store promotions — coordinate and execute in-store promotions, product displays, and seasonal marketing activations to drive Service Center foot traffic. 
• Customer service — handle walk-in and phone inquiries, payment account questions, and system troubleshooting; log service tickets and escalate challenges to the relevant department rather than attempting to resolve outside the Service Center's authority. 
• Welcome call & validation — conduct the mandatory welcome call for every newly onboarded customer within 24 hours of installation, confirming system handoff, usage terms, and satisfaction; audit and validate installation sign-off sheets and customer documentation before filing for HQ dispatch, in the prescribed order — this is the control that prevents fraudulent activation from reaching credit compliance undetected. 
• Installation booking & dispatch — maintain the master booking schedule for all installations in the Service Center's jurisdiction, coordinate daily schedules with last-mile field technicians, and monitor service SLAs for pending or delayed technical/maintenance requests. 
• Referral Agent Prospecting App — log, track, and update every sales lead generated by Referral Agents the same day it is received; act as the administrative liaison for Referral Agents visiting the Service Center for collateral or manual lead submission.  Engage with Commercial Supervisor in case of required collaboration            

Escalate Same Day If 

• A welcome call surfaces a customer unaware of enrollment terms, or a documentation discrepancy suggesting fraudulent activation. 
• An installation or maintenance request will breach the 24-hour SLA. 
• A county revenue officer or compliance inspector raises an issue that risks an operational halt or statutory penalty.

Weekly Cadence- Inventory Reconciliation & Prospecting App Integrity 

• Every week, reconcile the Service Center's physical inventory and review Prospecting App accuracy and conversion performance: 
• Physical stock count — count all Service Center inventory (solar kits, batteries, accessories, spare parts, marketing materials) and reconcile against system records; variance must stay under 0.5%. 
• Stock movement — process incoming shipments, stock issuances to technicians, and returns/warranty replacements per company policy. 
• Prospecting App integrity — review Referral Agent lead attribution for errors; the target is a zero-error rate, since a misattributed lead is a commission and trust issue with the Referral Agent network.  Engage with Commercial Supervisor in case of required collaboration. 
• Conversion rate — review walk-in inquiries converted to closed sales against the 50% target.             

Escalate If 

• A Inventory variance exceeds 0.5% and cannot be explained same-week. 
• A recurring lead-attribution error points to a systemic issue rather than a one-off mistake.

Monthly Cadence – County Compliance & Reporting 

• By the relevant renewal deadlines each month, maintain full legal compliance with the local County Government and roll up Service Center performance: 
• Permit and license tracking — Single Business Permits (SBPs), signage permits, and county trade licenses applied for, paid, and renewed on time; permits displayed as required. 
• Compliance relationship management — remain the Service Center's main point of contact for county revenue officers and compliance inspectors.
• Monthly roll-up — KPI snapshot (conversion rate, compliance rate, validation SLAs, inventory accuracy, warranty claims accuracy, Prospecting App) reported to the Head of Commercial.            

Escalate If 

• A permit or license is at risk of lapsing before renewal completes — treat as a same-week priority, not a routine admin task. 

KPI's

• Conversion rate - % of walk-in inquiries converted into closed sales — target 50%- Weekly/Monthly 
• Compliance rate - Timely acquisition and renewal of all County Business Permits and statutory signage licenses — target 100% - Monthly
• Welcome/installation call SLA - % of welcome/installation validation calls completed within 24h post-installation — target 100% - Daily 
• Field service call SLA - % of field service calls completed within 24h of post-maintenance — target 100% - Daily 
• Inventory reconciliation accuracy - Variance between physical stock and system records — target <0.5% - Weekly 
• Warranty claim submission accuracy - Timely submission of warranty claims (PCBAs, mostly) into Operations Team at Warehouse — target 100% - Monthly 
• Prospecting App integrity - Error rate in referral agent lead attribution and timeliness of system updates — target zero errors - Weekly

Qualification & Requirements

• Education: Bachelor’s degree or Diploma in Business Administration, Supply Chain Management, Customer Relationship Management, Finance, or a related field. 
• Experience: 2 to 4 years of proven operational, administrative, or retail management experience—preferably in the off-grid solar, PAYGO energy, microfinance, or telecommunications sector in Kenya. 
• Regulatory Knowledge: Sound understanding of Kenyan County Government licensing procedures, single business permits, and compliance requirements. 
• Systems Proficiency: Hands-on experience with inventory management software, CRM platforms or custom PAYGO platforms, and Microsoft Excel.

Key Competencies 

• Excellent verbal and written communication skills in English and Kiswahili. 
• High attention to detail and strong organizational skills. 
• Integrity and firm ethical standards in stock and financial record management. 
• Proactive problem-solver with customer-first orientation.