About the role
The job holder will implement a process that will identify and develop the capability of BURN to deliver exceptional technical care support for BURN products to our customers. The job holder will roll out a technical care network & work with BURN field managers to achieve the commercial KPIs.
The Technical Customer Representative Coordinator will lead in the coordination of home delivery, in-person customer verification, customer education, product installation, product replacement, system training & utilization, replacement stock management & service tracking through accurate data entry in the BURN help desk system.
Duties and Responsibilities
Implement the technical care support model and roll out a network of technical customer representatives (TCRs) in line with the laid down strategy
Coordination and reconciliation of stock between warehouse teams and technical customer representatives
Provide training to technical customer representatives, sales team, and field logistic personnel.
Evaluate the TCR performance and audit the delivery/after-sales activities every quarter.
Share audit feedback with B2C Channel manager/Sr Aftersales manager/partners and follow up on improvement areas identified during the audit period.
Responsible for the key KPI's Target as set out on a Quarterly/annual basis: –
New Installation TAT
Swap SLA (Turnaround Time, Long-Term Pending).
Retrieved units reverse Logistics management.
Swap Quality - Repeated Swap Ratio.
Stock reconciliation
Support commercial teams in credit management
KPIs
TCR network expansion based on sales targets. (100%)
Training of new and existing technical care teams.
A quarterly performance audit of technical care service as per approved evaluation and audit criteria
100% timely utilization and accuracy of ECOA aftersales tool in all technical care services
Installations, swaps and retrieval of units <24 hours.
Weekly & Monthly swaps/retrieved unit return ratio< 95%
24 Hours lead time for forward & reverse logistic partners sign off & management
Weekly and monthly reporting of technical care activities.
Tracking technical care cost (Weekly and monthly reporting)
Supporting the credit collection team with issues related to defective products
Used spare parts return and NTF (<3%) management.
Skills and Experience
A degree in electronics / electrical, telecommunication, Business Administration, or related field.
Minimum of 5 years in an operational support role.
Having deployed an aftersales service strategy for technology, Telco / fast-moving home appliances
Demonstrate understanding of the aftersales process, spare parts management and warranty aspects
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.
Able to demonstrate complete discretion and confidentiality.
Superior verbal and written communication skills 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.