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  • Posted: Jan 15, 2025
    Deadline: Not specified
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    BURN designs, manufactures, and distributes aspirational fuel-efficient cooking products that save lives and forests in the developing world.BURN has revolutionized the global cookstove sector by proving the business case for selling a high quality, locally manufactured and unsubsidized cookstoves.Since 2013, BURN has sold 200,000+ high quality, locally manu...
    Read more about this company

     

    Technical Customer Representative - Kenya

    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 »

    Software Engineering Manager

    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.

    Method of Application

    Use the link(s) below to apply on company website.

     

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