Wednesday, 19 July 2017

Head of After - sales Department


Published by Jobstanzania on July 19, 2017

Solaris Tanzania is a social start-up that aims to provide energy in every low-income communities by empowering village entrepreneurs and households with business and technology solutions. Go visit: www.solaris.co.tz & www.facebook.com/solaristanzania

The company started its operations in the lake region of Tanzania in October 2014 with an approach that relies on 3 main pillars:

• An efficient solar technology that suits the needs of entrepreneurs and households. To do so, the Solaris station can charge up to 9 electronic devices at once (lamps, phones, etc.). Systems start from 20W up to 80W + TV.
• A micro-credit system that removes the upfront cost constraint that prevented many entrepreneurs from launching such venture. The customer benefits from a “pay-as-you-go” offer and unlocks the device through mobile payments. After the repayment period, the client owns the device.
• A free after sales is offered during the repayment period, through a team of local mentors who visit clients whenever they need support and technical maintenance.

Job description
We are looking for our Head of After-sales Department.
The After-sales department includes:
• Installers who set up the solar home systems at our customers’ house
• After-sales agents going on the field to solve issues of our customers
• Callers who take care of delinquent customers
• Coordinators who give priorities to these three teams

The manager will be responsible for the management of the department and his team members. The manager will be reporting directly to the top management of Solaris Tanzania. Among the main missions of the manager:

1. Innovate
Projects
Lead projects to optimize the organization and the efficiency of the department. These projects include:
• Data analysis
• Field surveys
• Process designing
• Training

Designing the department
• Update the processes of the department to optimize the fit with the reality of the field
• Design relevant KPIs and observe their evolution
• Update the split of the region per After-sales agent

2. Manage

Recruiting
• Design a recruiting planning
• Organize the recruiting sessions
• Run the interviews and the tests

Budgeting
• Assign every resource to optimize the efficiency of the department
• Design monthly budgets
• Be fully responsible and independent with this budget

Communication
• Bottom-up: raise to the top management the issues met by the field teams
• Top-down: communicate to the team the new processes and policies set by the top management

Training
Make sure all the teams respect the key processes of the department. This includes:
• Do quality control on the field to understand the issues faced by the teams
• Design a training (Power Point)
• Deliver the training to the teams

Daily issues
• Help your team to solve the daily issues that they are not used to meet
• Train them so that they can solve these issues by themselves the next time

Job profile
• Licence, master or equivalent level
• Previous management experiences are required, showing good record of at least 5 years of labour experiences and After-sales related.
• Good understanding of Solar and energy main challenges and previous experience into the energy sector is a plus
• The candidate should show rigor and be processes oriented
• The candidate should show high organizational skills
• The candidate should show autonomy
• The candidate should be reliable
• The candidate should show creativity to solve challenges
• The candidate should show high communication skills (towards the teams and the top management)
• The candidate should be computer skilled and numerically literate: Word, Excel and Power Point should be fully mastered
• English and swahili proficiency

Position details
• Location: based in the lake region, Tanzania
• Starting date: as soon as possible
• Remuneration: according to profile

HOW TO APPLY:

Please send your CV and Cover letter to - Remi Bouzel ( remi@solaris.co.tz )


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