Vacancies at BURN

About the role

• BURN is currently seeking a mission-driven Tooling Technician for its modern clean cookstove facility in Ruiru, Kenya.
• The individual will be responsible for ensuring that the tools and machinery are in optimal working condition to maximize productivity and minimize downtime.

Duties and Responsibilities

• Repair and maintain press tools and die repairs.
• Routine servicing and regrinding of tools.
• Attend breakdowns, identify faults, and problem-solve at the press with minimal downtime to aid production.
• Identify and escalate any activity that has the potential to cause harm or damage.
• Report breakdown root causes, equipment faults and concerns to management.
• Ensure all work is undertaken to a high-quality standard and adheres to all quality standard regulations.
• Ensure company targets are met in respect of the quality of parts produced.
• Identify spare requirements and log usage.
• Support new project tooling from the commissioning stages through to the start of production.
• Assist in tooling buyoffs and trials.
• Manufacture new tooling and ancillary spares to support production activity and customer deadlines.
• Document and update die history and other work records.
• Carry out Planned Preventative Maintenance
• Carry out engineering-level changes to tools and modifications.
• Record all relevant data in relation to tooling and record on the Tool Room database.
• Understand and operate within basic cost/budget measures for tooling.
• Work within 5S (Sort, Set in Order, Shine, Standardize, Sustain) methodology to maintain the workplace to a high standard.
• Perform root cause analysis and resolve problems.
• Responsible for sheet metal press tool building, fitting, and assembly. Document and update die history and other work records.
• Carry out Planned Preventative Maintenance
• Carry out engineering-level changes to tools and modifications.
• Always maintain the highest standards of workmanship.

Skills and Experience

• Excellent hands-on skills in using hand tools and bench fitting.
• Ability to operate mechanical workshop machines – Lathe, milling and surface grinder.
• Strong understanding of machining processes and materials.
• Excellent analytical and problem-solving skills
• Sound knowledge of Sheet metal tools manufacturing process.
• Action-oriented
• Mechanical aptitude, and ability to troubleshoot and repair mechanical issues.
• Well organized.
• Works well in a team.

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About the role:

BURN is looking for a Design Lead - Tooling to spearhead crucial aspects of our development component process. The chosen candidate will be responsible for decision-making on component dimensions, creating detailed production drawings, and collaborating on tool requirements with the development team. Additionally, the role involves overseeing sheet metal tooling designs, managing Bill of Materials for raw materials, and ensuring accurate manufacturing tooling.

 The Design Lead will play a central role in progressive die part feasibility, layout development, die design, and maintenance. They will also lead the development of analysis for new model stampings and conduct design reviews for manufacturability. The ideal candidate should possess a keen eye for detail, confidence in tooling processes, and a strategic mindset to optimize manufacturing efficiency.

Duties and Responsibilities

• Decide the blank length and make a model of various stages of the development component.
• Creation of model and detailed production drawings for the components/ assemblies with proper GD&T.
• Discuss with the development team about the no of tools required for development.
• Prepare sheet metal tooling design for various stages.
• Prepare BOM & issue to the manufacturing department for purchase of raw material.
• Provide knowledgeable liaison of progressive die part feasibility, strip layout development, die design, construction, tryout and buy-off for new model progressive stampings.
• Support the tool room team for manufacturing tooling as per design.
• Check tooling as per the design and take the trail for getting components as per requirement with very accuracy and confidence.
• All types of press tool maintenance work in design and development and according to changes in new part development.
• Lead the development of process failure modes effects analysis (PFMEAs) for new model stampings.
• Perform design review of products for manufacturability/mould making (DFM)

Skills and Experience:

• Bachelor’s degree in engineering, manufacturing, or a related field.
• 5 – 8 Years in tooling designing
• Working knowledge of CAD software programs (Solid Works, Auto CAD etc).
• Experience with GD &T and tolerance analysis.
• Strong understanding of machining processes and materials
• Excellent analytical and problem-solving skills.
• Sound knowledge of sheet metal tools manufacturing processes.
• Action-oriented
• Mechanical aptitude, ability to trouble shoot and repair mechanical issues.
• Well organized.
• Works well in a team.

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About the role

The job holder will implement a process that will identify and develop the capability of BURN service centres and partners who will then deliver exceptional Aftersales and Carbon support for BURN products. The job holder will develop an evaluation framework & work with regional Service Centers/Stock points /Customer experience managers to assess the effectiveness of the Aftersales & Carbon Support model in the countries.

The role will ensure aftersales & carbon support (such as Customer education, Warranty Awareness, Household priming & booking, Efficient product replacement, System training & utilization, Aftersales close looping, Post repair/swap surveys, Service tracking through accurate data entry in BURN Nexus system).

Duties and Responsibilities

Workdays:     Monday-Saturday
Rest days:      Sunday
Shift Plan:      The shifts will run from 7.00 am to 3.00 pm and 12.00 pm to 8.00 pm as assigned by the manager.

Duties and Responsibilities: 

• Implement the aftersales process & carbon support model in line with the laid down strategy. 
• Provide aftersales & carbon training to call centre managers, aftersales & carbon support team, sales team, and field logistic team. 
• Identify and vet service centre location, and define service level offering to ensure service accessibility, visibility and affordability for customers. 
• Lead roll out of service network expansion plan based on business requirements ensuring adherence to BURN branding guidelines. 
• Regularly evaluate the Service Center's performance and audit the aftersales & carbon support activities every quarter. 
• Share audit feedback with Factory Operation/Warranty/partners and follow up on improvement areas identified during the audit period. 
• Responsible for the key regional aftersales KPI’s Target as set out on a Quarterly/annual basis: – 
  • Repair/Swap SLA  
  • Customer Satisfaction Index 
  • Customer Effort Score 
  • Aftersales Net Promoter Score 
  • Service touch point First Contact Resolution Rate.  

KPIs 

• Service / Swap Center network expansion based on quarterly targets. (100%) 
• Training of new and existing aftersales & carbon support teams. 
• A quarterly performance audit of Service / Swap Centers as per approved evaluation and audit criteria. 
• Customer satisfaction Index> 4 on a 5-point scale. 
• Effort score targets >4 on a 5-point scale. 
• 100% timely utilization and accuracy of aftersales tool (Nexus) in all service centres. 
• Pending work orders and customer units at the service centres>3 days. 
• Weekly and monthly reporting of aftersales & carbon support activities. 
• Tracking aftersales service & carbon support cost. (Weekly and monthly) 
• Managing operation efficiency around aftersales service & carbon support. 
• Supporting the collection & credit team with issues related to defective products. 

BURN Ambassador

• Always maintain integrity and be a positive ambassador for BURN
• Strive for continuous improvement in the services that we offer our customers.
• Maintain an open and receptive attitude when receiving feedback and suggestions.

Skills and Experience: 

• A degree or diploma in Electronics / Electrical, Computer science, Business Administration, or related field. 
• Strong analytical & reporting skills 
• Minimum of 3 years in an operational support role, having worked in an aftersales service role, Telco/home appliance function. 
• Demonstrate understanding of the after-sales process, spare parts management, warranty aspects, and understanding of different levels of repair. 
• Demonstrate the 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. 
• Superior verbal and written communication skills (multiple languages will be an advantage), 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
• Understanding of the aftersales process, spare parts management, warranty aspects, and understanding of different levels of repair.
• Excellent verbal communication and interpersonal skills
• Highly organized, punctual, and professional
• Proactive attitude and takes initiative to problem-solve
• Working knowledge & experience in using Ms. Excel for data analysis and reporting.
• Aftersales service role, Telco/home appliance function. 
• Knowledge of PAYGO products.

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About the role

BURN is looking for an exceptional, efficient Aftersales Close Looping Agent to fill the role. The Aftersales Close Looping Agent will manage all Aftersales support activities.  The key role will be good customer service to all customers that require aftersales service, troubleshooting, resolving, and escalating all aftersales issues reported by the customers through the BURN customer touch points.

Duties and Responsibilities:
Product & Customer Experience 

• Maintaining a positive, empathetic, and professional attitude towards customers always. 
• High-level knowledge of all BURN products with the ability to address all questions asked by customers. 
• Acknowledging and resolving customer complaints within stipulated SLAs. 
• Communicating with customers through various channels and responding promptly to customer inquiries. 
• Analyze trends to create solutions to ensure customer service needs, business goals, and objectives are met or exceeded. 
• Follow up on customer issues to resolution by following the stipulated aftersales escalation process. 
• Assist in sales/after-sales requests placed by various customers and team members. 
• Be the lead in ensuring required stock levels are maintained at the service centre by conducting regular secret shoppers.  
• Ensure BURN service centres' standards of operation are adhered to through secret shoppers. 
• Conduct post-repair/post-swap dipstick calls to ensure customer satisfaction. 

Aftersales 

• Ensure all Aftersales issues are raised via a ticket and track records of customer interactions, comments, complaints, and aftersales issues. 
• Providing feedback to all customers about their queries and after-sales issues. 
• Troubleshoot all aftersales issues, resolve non-technical issues, and escalate to the aftersales product team any issue not resolved at the swap station/stock point/service centre level. 
• Work with a warranty to ensure all swap stock/repair parts are available in the service centre. 
• Generate all reports about after-sales tickets status, the reason for pending tickets and ticket ageing. 

Sales, Credit & Collection 

• Work closely with the Territory Sales Managers and Sales Team Leader to address aftersales issues.  
• Ensure 100% of aftersales issues reported during credit collection are addressed within 24 hours.  
• Lead aftersales campaign & OTG activities working with sales and credit collection team. 

KPIs  

• Swap / Repair SLA < 24 hours from the time of issues reporting.  
• Customer satisfaction Index> 4 on a 5-point scale.  
• Effort score targets >4 on a 5-point scale.  
• Pending service orders and customer units at the service centres>3 days from the time of issues reporting.  
• 100% Supporting the collection & credit team with issues related to defective products.  
• 100% Daily reporting of aftersales close looping call activities.  

BURN Ambassador

• Always maintain integrity and be a positive ambassador for BURN
• Strive for continuous improvement in the services that we offer our customers.
• Maintain an open and receptive attitude when receiving feedback and suggestions.

Skills and Experience:

• Excellent verbal communication and interpersonal skills
• Highly organized, punctual, and professional
• Proactive attitude and takes initiative to problem-solve.
• Experience in customer-facing tasks (customer care, direct sales, relation management, etc)
• Working knowledge & experience in using Ms. Excel for data analysis and reporting.
• Knowledge of PAYGO products