Technical Customer Representative Coordinator - Kenya at BURN

About the role
The job holder will implement a process that will identify and develop the capability of BURN to deliver exceptional technical care support for BURN products to our customers. The job holder will roll out a technical care network & work with BURN field managers to achieve the commercial KPIs.  

The Technical Customer Representative Coordinator will lead in the coordination of home delivery, in-person customer verification, customer education, product installation, product replacement, system training & utilization, replacement stock management & service tracking through accurate data entry in the BURN help desk system.

Duties and Responsibilities

• Implement the technical care support model and roll out a network of technical customer representatives (TCRs) in line with the laid down strategy 
• Coordination and reconciliation of stock between warehouse teams and technical customer representatives 
• Provide training to technical customer representatives, sales team, and field logistic personnel. 
• Evaluate the TCR performance and audit the delivery/after-sales activities every quarter. 
• Share audit feedback with B2C Channel manager/Sr Aftersales manager/partners and follow up on improvement areas identified during the audit period. 
• Responsible for the key KPI’s Target as set out on a Quarterly/annual basis: – 
• New Installation TAT 
• Swap SLA (Turnaround Time, Long-Term Pending). 
• Retrieved units reverse Logistics management. 
• Swap Quality - Repeated Swap Ratio. 
• Stock reconciliation 
• Support commercial teams in credit management 

KPIs 

• TCR network expansion based on sales targets. (100%) 
• Training of new and existing technical care teams. 
• A quarterly performance audit of technical care service as per approved evaluation and audit criteria 
• 100% timely utilization and accuracy of ECOA aftersales tool in all technical care services 
• Installations, swaps and retrieval of units <24 hours. 
• Weekly & Monthly swaps/retrieved unit return ratio< 95% 
• 24 Hours lead time for forward & reverse logistic partners sign off & management 
• Weekly and monthly reporting of technical care activities. 
• Tracking technical care cost (Weekly and monthly reporting) 
• Supporting the credit collection team with issues related to defective products 
• Used spare parts return and NTF (<3%) management.

Skills and Experience

• A degree in electronics / electrical, telecommunication, Business Administration, or related field. 
• Minimum of 5 years in an operational support role. 
• Having deployed an aftersales service strategy for technology, Telco / fast-moving home appliances 
• Demonstrate understanding of the aftersales process, spare parts management and warranty aspects 
• Ability to understand business goals and recommend new approaches, policies, and procedures to effect continual improvements in business objectives. 
• Strong mindset for continuous improvement and meeting or exceeding expectations. 
• Able to demonstrate complete discretion and confidentiality. 
• Superior verbal and written communication skills with an emphasis on tact and diplomacy. 
• Business-driven, people-focused, with exceptional influencing skills. 
• Excellent organizational, multi-tasking, presentation, and time-management skills 
• Passion for social enterprise, development of people, and environmental benefits.