Overview

Off Grid Electric is an international, venture-backed startup that’s aiming to power Africa with clean and affordable solar energy. We design, manufacture finance and distribute best-in-class solar home systems for the African market with a globally distributed team. Our user-centered design tenets balance designing as pi rational solar energy products for our customers and building high-quality, scalable products.

Territory Service Manager Location: Northern Zone

The Position:

The role will be responsible for leading a team within the respective territory in the provision of service to maximise customer satisfaction through the management of product installations and ongoing servicing of customers.

Primary Responsibilities:

What you’ll do:

• Implement the Service Strategy through the building and management of an efficient service infrastructure of retail shops and field teams within the service territory

• Plan and assign work to Field Service Managers within the territory to execute on service management and ensure adequate staffing in the right services
• Monitor the timeous and efficient delivery of services to customers and timeous customer payments to the business: identify critical patterns and recommend appropriate actions in consultation with the Head: Services
• Conduct field evaluations and spot checks to evaluate territory service management conformity and compliance to policies and procedures, and to identify training / upskilling interventions required of the services team
• Oversee the provision of training and coaching interventions for services team to maximise service offering to the customer
• Monitor customer satisfaction score and devise interventions to improve ratings
• Manage the design of customer cohorts for retail and field staff to maximise service delivery
• Participate in weekly and monthly field service team meetings to monitor services provided and identify and resolve operational problems
• Perform analysis to mine data to understand customer behaviours, geographical differences, etc. to improve on service offerings
• Identify and assess risks to the business and formulate risk miti­gating strategies for service management
• Monitor adherence to health and safety legislation and regulations across the territory during the provision of services to the customer
• Keep abreast of best practice for Service Management for product installations and ongoing product servicing
• Execute last mile inventory management to ensure that inventory is stored and transported safely minimising damages and losses, that the inventory is promptly moved through the territory in accordance with company processes and procedures, and that inventory accounting is up-to-date
• Oversee weekly inventory reconciliation for all staff and contractors across the territory
• Participate in designing, improving, and implementing strategies to improve last mile inventory efficiency

Required Qualifications:

• Degree in Commerce or any relevant field of study
• 6 years’ experience in product service management, of which 4 years is at a management level
• Knowledge of methodologies in Product Service Management
• Understanding the local business environment
• Knowledge of the relevant legislation pertaining to the country 1 Knowledge of basic financial principles
• Management skills 3 Analytical skills
• Relationship management skills

Preferred Qualifications:

• Relevant postgraduate qualification
• Professional qualifications in Customer Service would be advan­tageous
• Experience in renewable energy, telecom, or FMCG

Why you want to work with us:

• You get to meaningfully and tangibly change the lives of millions of people who lack access to reliable, affordable and clean energy fl Join one of the most cross-functional, dynamic teams: charged with developing and executing on the company’s product vision
• Live in and travel around one of the loveliest and most exotic parts of Africa
• Work to solve energy access for more than one billion people living off the grid and develop a deep understanding of global energy challenges
• Be a part of a fast-growing organization transitioning from startup to a high growth global enterprise
• Work with some of the smartest, most committed, and hardest working co-workers from Silicon Valley to Africa

Mode of application/deadline:

The deadline for submission for this position is 17th August 2018 at 1800 hours. Applications should be submitted through E-mail to tz.recruitment@zola.solar indicating the position you are applying for on the subject line “Territory Service Manager”.