Director of Warranty Operations (Emerging Markets) at BioLite

Reports to: VP of Product Development & Manufacturing

Compensation: Salary is competitive and includes benefits like healthcare & company bonus plan.

About BioLite:

BioLite is a for-profit social enterprise that develops, manufactures and markets distributed energy solutions for off-grid communities around the world. Our business serves two distinct markets, 1) developing-world families living in energy poverty, and 2) outdoor enthusiasts seeking fuel-independent cooking and electricity.

This is a unique opportunity to join a fast-moving company with both a technical and creative environment. If you are looking to work with a growing product development team with a passion for the outdoors and a powerful social mission, we're your company. As Director of Warranty Operations at BioLite, you'll build and maintain best-in-class Warranty Service Operations to promote further growth of BioLite's mission to bring Energy Everywhere.

This Role:

BioLite is seeking a Director of Warranty Operations (Emerging Markets) to join the team in providing leadership within emerging markets in Technical Service, Repair, and Quality Investigations. In this role, you'll work with the Operations Team, Product Development, Manufacturing, and Business Development to ensure best-in-class support to BioLite Emerging Market partners.

You Will:

• Lead the development and maintenance of Technical Support and Warranty Services within the Emerging Market
• Manage the Technical Support Team (located in Nairobi headquarters and other remote locations currently across sub-Saharan Africa)
• Establish robust, clear, scalable Policy for Technical Service internally and with our Distribution Partners.
• Establish systems and tools to improve the efficiency of Technical Support and After Sales Service and drive compliance with our Distribution Partners.
• Maintain strong partnership with Distribution Partners to ensure they feel supported in all Technical and Warranty areas.
• Lead field testing of products within emerging markets, working closely with the Product team.
• Oversee the collection and consolidation of EM product data and partner/customer feedback critical to providing input to BioLite Product Development including recommendations for future product pipeline.
• Investigate product issues and work with global quality & engineering teams to drive improvements
• Foster and manage positive working relationships with cross-functional teams including business development, product development, manufacturing, operations, quality, and supply-chain.
• International travel anticipated approximately 20% of the time.

You Have:

• 5+ years' experience in a relevant field working in a technical or operations leadership role
• Experience working in Africa providing Technical Support and Driving Warranty Operations
• Strong Process & Workflow mapping mindset and can develop, document, and communicate complex process flows.
• Ability to use data to justify decision making including Return on Investment analysis
• Experience building detailed spreadsheet models for planning & forecasting
• Good working knowledge of Electronic Hardware

Our Benefits:

• Comprehensive healthcare plans
• PTO and family leave
• Community bonus plan and equity stock options.
• Adventure Stipend (after two years)
• Community engagement activities - we celebrate each other's wins and work as a team!

BioLite believes in a bright and safe future for all, and that includes life at work. BioLite is proud to be an equal opportunity workplace where we strive to enable everyone to show up as their full selves. An inclusive environment and culture makes our solutions better and our entire team smarter. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status.