Careers at Vision Plus

About the Role:

• The Service Manager owns the after-sales experience and the technical service operation end to end. You are not a desk supervisor you are the owner of service quality, turnaround, and customer trust for Vision Plus. Every device that comes through the service centre must be diagnosed, repaired, and returned to a satisfied customer on time, to standard, and at controlled cost.
• You lead the technicians, customer-service agents, and field engineers; you set the standards they work to; and you are the bridge between the customer, the workshop, procurement, and the wider business. You run the centre to clear SLAs, keep genuine parts flowing, recover warranty costs, and turn service data into insight that improves the product and the customer experience.
• This role demands operational discipline, technical credibility, and people leadership. Standards are non-negotiable, and the business must be able to trust that the service centre runs cleanly and profitably every day.

Key Measures of Performance:

• Performance is assessed on service delivery, repair quality, cost control, team output, and customer satisfaction:

Service Operations & SLA

• Service orders consistently completed within agreed SLAs and quality standards.
• Service-centre functions run to documented SOPs; ticket flow tracked from intake to closure.

Quality & Reliability

• High first-time fix rate and low repeat / recall rate, verified through periodic quality audits.
• Recurring faults and product issues fed back to engineering / product teams.

Team & Productivity

• Individual and team KPIs defined, tracked, and met; a culture of accountability and continuous improvement.

Cost & Inventory

• Genuine spare parts available without stock-outs; wastage and pilferage minimised.
• Warranty claims processed correctly and reimbursements recovered from suppliers / partners.

Customer Experience

• High customer satisfaction (CSAT); escalations and disputes resolved professionally and on time.

Reporting

• Accurate, timely service reports and actionable insights delivered to management.

Key Responsibilities:

Service Centre Operations Management (20%)

• Oversee the end-to-end operations of the service centre  front-desk operations, diagnostics, repairs, parts management, quality control, and customer follow-up.
• Develop and implement standard operating procedures (SOPs) for all service functions to ensure consistency, efficiency, and compliance.
• Monitor service-ticket flow from intake to closure using service-management software or CRM tools.
• Ensure all service orders are completed within agreed SLAs and quality standards.

Technical & Quality Oversight (15%)

• Ensure accurate and timely technical diagnosis and repair of consumer electronics (TVs, audio systems) and home appliances (refrigerators, microwaves, cookers).
• Conduct periodic quality audits on repairs to minimise repeat rates and maximise first-time fix rates.
• Work closely with engineering and product teams to stay up to date with new products and provide feedback on recurring technical issues or design flaws.

Team Leadership & Performance Management (15%)

• Lead and manage a cross-functional team of repair technicians, customer-service agents, field engineers, and support staff.
• Define individual and team KPIs and monitor performance against targets.
• Foster a culture of accountability, continuous improvement, and customer-first service through coaching, scheduling, and training.

Spare Parts & Inventory Management (15%)

• Collaborate with procurement / logistics teams to ensure optimal availability of genuine spare parts and service tools.
• Maintain accurate records of part usage, wastage, and inventory turnover.
• Prevent stock-outs and pilferage through regular audits and system controls.

Warranty & Claims Administration (15%)

• Handle all warranty cases in accordance with internal policies and company guidelines.
• Process and track warranty reimbursements from suppliers or partners.
• Maintain accurate records of repairs covered under warranty versus paid repairs.

Customer Experience & Satisfaction (10%)

• Supervise customer interactions across all service channels (walk-in, calls, emails, online) and ensure professionalism, empathy, and timely resolution.
• Set up mechanisms to capture customer feedback and implement corrective actions where necessary.
• Handle escalated customer complaints and disputes with diplomacy and effectiveness.

Reporting & Strategic Insights (10%)

• Prepare and submit regular service reports — ticket volumes, SLA adherence, first-time fix and repeat rates, turnaround time, parts usage, warranty recoveries, and CSAT.
• Analyse service trends to identify recurring faults, training needs, and process-improvement opportunities.
• Provide insights and recommendations to management on service strategy, cost control, and customer retention.
• Maintain service dashboards (e.g. in Zoho Desk / Zoho Analytics) for real-time visibility.

Requirements

Academic and Professional Qualifications:

• Bachelor’s degree or Diploma in Electrical & Electronic Engineering, Electronics Technology, or a related field (required).
• A qualification in operations, business, or service management is an added advantage.
• Minimum 5 years’ experience in electronics / appliance service, with at least 2 years in a supervisory or management role.
• Strong technical knowledge of consumer electronics and home appliances.
• Experience running a service operation to SLAs using service-management / CRM software (Zoho Desk / CRM an advantage).
• Working knowledge of warranty administration and spare-parts / inventory management.
• Proven team leadership and performance-management experience.
• Strong reporting and analytical skills (advanced Excel; Zoho Analytics or Power BI an added advantage).

Strategic Competencies:

• Ownership of the service experience: you treat service quality and turnaround as your personal standard, not a target handed down.
• Operational discipline: you run to SOPs and SLAs, plan capacity, and keep the centre flowing.
• Quality focus: you drive first-time fix and stamp out repeat faults.
• People leadership: you set clear expectations, coach the team, and hold them accountable fairly.
• Customer-centricity: you resolve issues with empathy and protect the brand’s reputation.
• Commercial awareness: you control parts cost, minimise waste, and recover every warranty shilling owed.
• Data-driven: you use service data to make decisions and surface product and process insights.
• Integrity: genuine parts, honest warranty handling, and accurate records — every time. 

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PURPOSE OF THE ROLE

• The Accounts Receivable Assistant is responsible for managing the end-to-end receivables cycle for Vision Plus, ensuring accurate and timely invoicing, collections follow-up, customer account reconciliation, and credit control across all sales channels — including general trade (GT) dealers, modern trade retailers (Naivas, Quick Mart, Khetias, Carrefour/MAF), and e-commerce platforms (Jumia). The role supports the Finance team in maintaining healthy cash flow, reducing aged debt, and ensuring compliance with internal controls and KRA/eTIMS requirements.

KEY RESPONSIBILITIES

Invoicing & Documentation

• Prepare, review, and issue accurate sales invoices and credit notes to customers in Zoho Books, ensuring alignment with approved sales orders and delivery notes.
• Ensure all invoices are eTIMS-compliant and correctly captured in the KRA tax system within the required timelines.
• Maintain organised digital and physical records of all invoices, delivery notes, purchase orders, and proof-of-delivery documents.

Collections & Follow-Up

• Monitor the accounts receivable ageing report daily and proactively follow up with customers on overdue balances via phone, email, and in-person visits where necessary.
• Coordinate with the Sales team (GT Sales Manager, Regional Sales Representatives) to resolve customer disputes, pricing discrepancies, and short payments.
• Prepare weekly collections forecasts and escalate high-risk accounts to the Financial Controller for credit hold or legal action decisions.
• Track post-dated cheques (PDCs), mobile money payments (M-Pesa), bank transfers, and RTGS receipts, ensuring prompt banking and allocation.

Customer Account Reconciliation

• Perform monthly reconciliation of customer accounts (114+ active dealer accounts and key modern trade partners) and share statements with customers for confirmation.
• Investigate and resolve discrepancies between Zoho Books balances, bank receipts, and customer records in a timely manner.
• Reconcile intercompany receivables between Kryptonite International Limited (KIL) and Step Up Technologies SEZ Ltd (SUT SEZ) as required.

Credit Control & Risk Management

• Enforce the company's credit policy by monitoring customer credit limits, payment terms, and overdue positions before new orders are released.
• Maintain an updated credit risk register and flag accounts approaching or exceeding approved limits.
• Support the Financial Controller in preparing the monthly AR credit risk analysis and bad debt provisioning schedules.

Reporting & Analysis

• Generate weekly and monthly AR reports including ageing summaries, collections performance, DSO (Days Sales Outstanding) tracking, and write-off schedules.
• Provide data inputs for the Finance dashboard (Zoho Analytics) to support real-time visibility on receivables health.
• Assist with month-end and year-end closing activities related to receivables, including accruals and provisions.

Stakeholder Coordination

• Liaise with the Warehouse & Logistics team to confirm deliveries and resolve any discrepancies between dispatched and invoiced quantities.
• Work closely with the Sales team to ensure customer onboarding documentation (KRA PINs, trade licences, credit applications) is complete and filed.
• Support external audit queries by providing accurate AR schedules, confirmations, and supporting documentation.

MINIMUM QUALIFICATIONS

• Bachelor's degree or Diploma in Accounting, Finance, Business Administration, or a related field.
• CPA Part II (minimum) or equivalent professional qualification.
• At least 2 years of experience in an accounts receivable, credit control, or general accounting role — preferably in FMCG, consumer electronics, or distribution.
• Zoho Books/Inventory experience is a strong advantage.Proficiency in accounting software —
• Strong working knowledge of Microsoft Excel (pivot tables, VLOOKUP, data analysis).
• Familiarity with KRA iTax and eTIMS systems.

DESIRED SKILLS & ATTRIBUTES

• Excellent attention to detail and accuracy in data entry and reconciliation.
• Strong communication and negotiation skills for collections follow-up.
• Ability to work under pressure and meet tight month-end deadlines.
• Proactive, self-motivated, and able to work with minimal supervision.
• Team player with a collaborative approach across Finance, Sales, and Operations.
• High integrity and commitment to confidentiality of financial information.
• Experience working with multi-entity or intercompany structures is an added advantage.

KEY PERFORMANCE INDICATORS (KPIS)

• Collections rate vs. monthly target (% of AR collected within terms).
• Days Sales Outstanding (DSO) — target reduction quarter on quarter.
• Ageing profile — % of receivables within 0–30 days vs. 60+ days overdue.
• Invoice accuracy rate — errors, credit notes raised due to billing mistakes.
• Reconciliation completion — % of customer accounts reconciled monthly.
• Compliance — zero eTIMS/KRA penalties arising from invoicing errors.

Requirements

MINIMUM QUALIFICATIONS

• Bachelor's degree or Diploma in Accounting, Finance, Business Administration, or a related field.
• CPA Part II (minimum) or equivalent professional qualification.
• At least 2 years of experience in an accounts receivable, credit control, or general accounting role — preferably in FMCG, consumer electronics, or distribution.
• Zoho Books/Inventory experience is a strong advantage.Proficiency in accounting software —
• Strong working knowledge of Microsoft Excel (pivot tables, VLOOKUP, data analysis).
• Familiarity with KRA iTax and eTIMS systems.

DESIRED SKILLS & ATTRIBUTES

• Excellent attention to detail and accuracy in data entry and reconciliation.
• Strong communication and negotiation skills for collections follow-up.
• Ability to work under pressure and meet tight month-end deadlines.
• Proactive, self-motivated, and able to work with minimal supervision.
• Team player with a collaborative approach across Finance, Sales, and Operations.
• High integrity and commitment to confidentiality of financial information.
• Experience working with multi-entity or intercompany structures is an added advantage.

KEY PERFORMANCE INDICATORS (KPIS)

• Collections rate vs. monthly target (% of AR collected within terms).
• Days Sales Outstanding (DSO) — target reduction quarter on quarter.
• Ageing profile — % of receivables within 0–30 days vs. 60+ days overdue.
• Invoice accuracy rate — errors, credit notes raised due to billing mistakes.
• Reconciliation completion — % of customer accounts reconciled monthly.
• Compliance — zero eTIMS/KRA penalties arising from invoicing errors.

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PURPOSE OF THE ROLE

• The Driver/Rider is responsible for the safe, timely, and efficient delivery of Vision Plus products, documents, and parcels to customers, dealers, retail partners, and other designated destinations across Nairobi and upcountry locations. The role requires the ability to operate both motor vehicles (cars, vans, trucks up to 3 tonnes) and motorcycles, ensuring goods arrive in perfect condition while representing the Vision Plus brand professionally at every touchpoint. The position also supports general logistics operations including collections, warehouse errands, and inter-office dispatch.

KEY RESPONSIBILITIES

Delivery & Distribution

• Deliver Vision Plus products (TVs, home appliances, audio systems, accessories) to dealers, modern trade outlets (Naivas, Quick Mart, Khetias, Carrefour), institutional clients, and direct consumers across Nairobi and upcountry routes.
• Use a motorcycle for urgent, small-parcel, and document deliveries within Nairobi and its environs, ensuring speed and efficiency.
• Plan delivery routes in advance to optimise fuel usage, minimise transit time, and meet scheduled delivery windows agreed with customers.
• Ensure all goods are properly loaded, secured, and protected from damage during transit — including fragile items like TV screens and glass-panel appliances.

Documentation & Compliance

• Carry and present all required delivery documentation including delivery notes, invoices, and goods received notes (GRNs) for customer acknowledgement and sign-off.
• Collect signed proof-of-delivery documents and return them to the Warehouse & Logistics team on the same day for filing and system update in Zoho Inventory.
• Collect cheques, cash, or M-Pesa confirmation details from customers upon delivery where applicable, and hand over to the Finance/Accounts team promptly.
• Maintain an accurate daily delivery log recording all trips, mileage, fuel consumption, deliveries completed, and any incidents.

Vehicle & Motorcycle Maintenance

• Conduct daily pre-trip inspections of the assigned vehicle and/or motorcycle — checking tyres, brakes, oil, lights, mirrors, and general roadworthiness.
• Keep the vehicle/motorcycle clean, presentable, and branded in line with Vision Plus standards at all times.
• Report any mechanical faults, accidents, or damage immediately to the Warehouse & Logistics Manager and arrange for repairs through the approved service provider.
• Ensure valid insurance, NTSA inspection certificates, and driving/riding licences are up to date; alert management well before expiry dates.

Collections & Returns

• Collect returned or defective products from customers and deliver them to the Vision Plus service centre or warehouse for inspection and processing.
• Pick up stock from suppliers, clearing agents, or the Step Up Technologies SEZ factory at Tatu City and deliver to the Nairobi warehouse as instructed.
• Collect documents, parcels, and supplies from banks, government offices (KRA, county offices), and business partners as needed.

Customer Interaction & Brand Representation

• Represent Vision Plus professionally at all customer touchpoints — maintaining a courteous, helpful, and solution-oriented attitude during deliveries.
• Handle customer queries at the point of delivery and escalate any complaints or concerns to the Sales or Customer Service team immediately.
• Wear the provided Vision Plus uniform and/or branded gear during all working hours and deliveries.

Safety & Security

• Adhere strictly to all Kenyan traffic laws, speed limits, and road safety regulations at all times — for both vehicle and motorcycle operations.
• Secure all goods and company property during transit and at delivery points to prevent theft, loss, or tampering.
• Follow the company's security protocols when transporting high-value goods, cash, or sensitive documents.
• Report any security incidents, near-misses, or road accidents to the Warehouse & Logistics Manager immediately.

MINIMUM QUALIFICATIONS

• KCSE Certificate (minimum D+ or equivalent).
• Class B, C, E (for vehicles) and Class A (for motorcycles). Both are required.Valid driving licence —
• Valid Certificate of Good Conduct (or willingness to obtain one before joining).
• Minimum 3 years of driving experience in a commercial, logistics, or distribution environment.
• Minimum 1 year of motorcycle riding experience in an urban delivery or courier setting.
• Clean driving record with no major traffic offences in the last 3 years.
• Basic literacy and numeracy skills — ability to read delivery notes, invoices, and maps/GPS navigation.

DESIRED SKILLS & ATTRIBUTES

• Excellent knowledge of Nairobi roads, estates, and upcountry routes across Kenya.
• Ability to ride a motorcycle confidently in heavy Nairobi traffic and navigate to residential, commercial, and industrial locations.
• Strong time management — ability to prioritise deliveries and meet tight schedules.
• Basic smartphone proficiency — ability to use Google Maps, WhatsApp, and simple delivery tracking apps.
• Physically fit — able to load and offload goods (TVs, appliances) weighing up to 30 kg.
• Honest, trustworthy, and reliable — comfortable handling cash, cheques, and high-value electronics.
• Good communication skills in English and Swahili.
• Basic vehicle troubleshooting and first-aid knowledge is an added advantage.
• Experience in FMCG, electronics, or e-commerce last-mile delivery is preferred.

KEY PERFORMANCE INDICATORS (KPIS)

• On-Time In-Full (OTIF) delivery rate — target ≥ 95% of all scheduled deliveries completed on time and in full.
• Zero damage — goods delivered without transit damage; damage incidents tracked and minimised.
• Proof-of-delivery return rate — 100% of signed delivery notes returned to the office on the same day.
• Vehicle/motorcycle availability — pre-trip checks completed daily; zero breakdowns due to neglected maintenance.
• Fuel efficiency — mileage and fuel consumption within approved benchmarks per route.
• Customer feedback — zero valid complaints about driver conduct, professionalism, or delivery handling.
• Compliance — valid licence, insurance, and NTSA documentation maintained at all times with zero lapses.

WORKING CONDITIONS

• Field-based role with daily travel across Nairobi and periodic upcountry trips (Nyeri, Nakuru, Mombasa, Kisumu, Eldoret, and other regions).
• May be required to work outside standard hours during peak seasons, promotions, or urgent delivery requirements.
• Will operate both company vehicles (van/pickup/truck) and company motorcycles depending on delivery needs.
• Personal protective equipment (helmet, reflective vest, gloves) provided for motorcycle operations.

​​​​​​​Requirements

MINIMUM QUALIFICATIONS

• KCSE Certificate (minimum D+ or equivalent).
• Class B, C, E (for vehicles) and Class A (for motorcycles). Both are required.Valid driving license —
• Valid Certificate of Good Conduct (or willingness to obtain one before joining).
• Minimum 3 years of driving experience in a commercial, logistics, or distribution environment.
• Minimum 1 year of motorcycle riding experience in an urban delivery or courier setting.
• Clean driving record with no major traffic offences in the last 3 years.
• Basic literacy and numeracy skills — ability to read delivery notes, invoices, and maps/GPS navigation.

DESIRED SKILLS & ATTRIBUTES

• Excellent knowledge of Nairobi roads, estates, and upcountry routes across Kenya.
• Ability to ride a motorcycle confidently in heavy Nairobi traffic and navigate to residential, commercial, and industrial locations.
• Strong time management — ability to prioritise deliveries and meet tight schedules.
• Basic smartphone proficiency — ability to use Google Maps, WhatsApp, and simple delivery tracking apps.
• Physically fit — able to load and offload goods (TVs, appliances) weighing up to 30 kg.
• Honest, trustworthy, and reliable — comfortable handling cash, cheques, and high-value electronics.
• Good communication skills in English and Swahili.
• Basic vehicle troubleshooting and first-aid knowledge is an added advantage.
• Experience in FMCG, electronics, or e-commerce last-mile delivery is preferred.

KEY PERFORMANCE INDICATORS (KPIS)

• On-Time In-Full (OTIF) delivery rate — target ≥ 95% of all scheduled deliveries completed on time and in full.
• Zero damage — goods delivered without transit damage; damage incidents tracked and minimised.
• Proof-of-delivery return rate — 100% of signed delivery notes returned to the office on the same day.
• Vehicle/motorcycle availability — pre-trip checks completed daily; zero breakdowns due to neglected maintenance.
• Fuel efficiency — mileage and fuel consumption within approved benchmarks per route.
• Customer feedback — zero valid complaints about driver conduct, professionalism, or delivery handling.
• Compliance — valid licence, insurance, and NTSA documentation maintained at all times with zero lapses.

WORKING CONDITIONS

• Field-based role with daily travel across Nairobi and periodic upcountry trips (Nyeri, Nakuru, Mombasa, Kisumu, Eldoret, and other regions).
• May be required to work outside standard hours during peak seasons, promotions, or urgent delivery requirements.
• Will operate both company vehicles (van/pickup/truck) and company motorcycles depending on delivery needs.
• Personal protective equipment (helmet, reflective vest, gloves) provided for motorcycle operations.