Vacancies at BURN

About the Role:

The Technical Customer Representative will be in-person customer verification, delivery and installation of cookers, swaps of faulty units, minor product servicing/repairs and recovery of units due for repossessions. The two key roles will be: 

• They are the final checkpoints to ensure we issue products on credit (Pay-Go) only to the right customers. 
• Is responsible for product installation and training and ensures we offer quality training to the customer at onboarding that ensures high usage and prompt & consistent repayment 

The role will focus on driving the achievement of field installation, usage & collection KPIs through prompt installations, adequate customer training and overlay onboarding of the right customer.

Working Days: Monday to Saturday
Duties and Responsibilities:
Field Operations

• Timely installation of assigned new sales units.
• Execute repossession of products from delinquent customers.
• Daily stock reconciliation i.e. sales units, faulty units, repossessed units & swap units

Quality of Sales

• Conduct in-person verification of customers.
• Provide comprehensive product training to customers, including payment, usage, and care instructions.

Portfolio Management

• Conduct home visits to support customer experience (CX) in resolving open tickets, boosting product usage, and facilitating field debt collection.
• Escalate customer feedback, including complaints, fraudulent activities, and other field-related issues

Customer Support: 

• Coordinate timely resolution of escalations, such as faulty unit swaps and repossessions. 
• Manage pick-up and returns of swapped and repossessed units. 

KPIs 

Installation Timeliness: 

• Ensure 100% of installations of the assigned units. 

Stock and Inventory Accuracy: 

• Maintain 100% reconciliation of field stock (received vs. utilized vs. returned). 
• Maintain 0% stock variance.

Faulty Unit Replacement and Repossession: 

• Ensure 100% of the assigned unit’s swap.
• Ensure a 100% retrieval rate of all assigned and faulty or repossessed units.

Customer Feedback and Satisfaction: 

• Collect & share voice of Customer (VOC) feedback for each customer visit.

Credit Management Support: 

• Maintain >98% monthly repayment rates for approved and onboarded customers.

 Skills and Experience 

Qualifications: 

• A certificate or diploma in Electronics/Electrical, Telecommunication or a related field.

Experience: 

• >6 months’ experience in electrical installations, especially in Pay Go space.
• Proven experience in sales planning and delivery management.
• Familiarity with customer repayment collection processes and credit portfolio management. 

Technical Skills: 

• Basic knowledge of installation and troubleshooting of electronics is a plus. 

Soft Skills: 

• Strong customer engagement and support skills. 
• Excellent verbal and written communication with an emphasis on tact and diplomacy. 

Other Requirements: 

• Demonstrated commitment to continuous improvement and meeting/exceeding expectations. 

go to method of application »

About the role.

• The engineering manager will be responsible for managing technical delivery and delivery quality. They will be responsible for communicating and participating in solving any engineering issue that comes up in a project, answering technical questions, proposing budgets for projects, training new employees, and working with various other departments.

Duties and Responsibilities:

• Lead and manage a team of engineers, providing guidance, mentorship, and performance feedback to ensure individual and team growth.
• Plan, organize, and prioritize engineering projects and initiatives, ensuring that objectives are met within defined timelines and budget.
• Collaborate with cross-functional teams to define project requirements, scope, and deliverables, ensuring alignment with overall business goals.
• Foster a culture of innovation, continuous improvement, and technical excellence within the engineering team.
• Identify and address resource gaps, skill development needs, and performance issues within the team.
• Drive effective project management methodologies, including agile practices, to optimize project execution and delivery.
• Collaborate with product management to translate business requirements into technical specifications and actionable engineering plans.
• Stay updated on industry trends, emerging technologies, and best practices in engineering and bring relevant insights to the team.
• Ensure compliance with quality standards, regulatory requirements, and best practices in engineering processes and documentation.
• Build and maintain relationships with key stakeholders, including customers, partners, and suppliers, to drive successful project outcomes.

Skills and Requirements

• Proven work experience in a senior engineering role
• Analytical skills for evaluating information carefully and solving complex problems.
• Communication skills for overseeing staff and working with other management personnel.
• Detail-oriented with the ability to catch minor errors which can result in major problems.
• Self-motivated attitude with the ability to multitask and thrive in a timeline-driven environment.
• Experience with the development and implementation of cloud-based solutions, including architecture design, infrastructure setup, and deployment processes.
• Deep understanding of cloud architecture patterns, microservices, and distributed systems.
• Solid understanding of DevOps practices, CI/CD pipelines, and infrastructure automation tools.
• Experience in Agile/Scrum methodologies and project management principles.
• Experience working one or more of the following: AWS, Java, and Go.
• Experience with containerization technologies like Docker and orchestration frameworks like Kubernetes.
• Experience building pay-as-you-go products/platforms.