Title: After Sales Service Officer
Team: Operations Team
Reports to: Uganda
Location: Head of Operations
JOB DESCRIPTION
About PowerUP:
PowerUP is making electric cooking affordable, accessible, and normal across Africa. We are a clean-tech company developing efficient appliances that reduce carbon emissions while delivering income and health benefits to our customers in Africa. We seek to become the leading provider of emissions-reducing products and technology to consumers in Africa. PowerUP combines data analytics and behavioral science, and carbon finance to ensure our customized electric cookers are fully adopted to displace biomass and fossil fuels.
About the Role
The role of the Aftersales Service Officer is to provide exceptional technical support and services to customers of PowerUP electric products. They will receive customer issues, diagnose and troubleshoot product faults, conduct repairs and maintenance of faulty products and keep an up to date database of service records. Key deliverables include quick turnaround time of repairs to ensure customer satisfaction and clean data recording and analysis to inform continuous research and development of the products.
Key Responsibilities:
- Technical Support, Repairs and Maintenance
- Receive customer issues, diagnose, troubleshoot and provide remote support and guidance for customer satisfaction.
- Conduct repairs and regular maintenance on product returns that are within warranty while following company standards and safety regulations.
- Inventory management and ordering of spare parts to ensure continuous service delivery.
- Documentation and Reporting
- Record and maintain customer interactions, product issues and fault resolutions using the ticketing system.
- Analyze data, provide outcomes and trends and make meaningful recommendations for product improvement.
- Training and Improvement
- Update technical service manuals with new product technical aspects and support related information.
- Support the training and development of distributor technicians.
- Suggest improvements to service processes and customer technical support strategies
Required Experience:
- 2-3 years of experience in a technical support or service technician role
- Strong technical skills and mechanical aptitude with excellent problem solving abilities.
- Data analysis and visualization in excel. Ability to use advanced tools is an added advantage.
- Proficient in using diagnostic tools and software to trouble issues and conduct electrical and mechanical product repairs.
- Customer-focused with a strong service orientation.
- Strong communication, writing and interpersonal skills.
- Ability to work independently and as part of a team.
- University degree or diploma in an electronics and electrical engineering field.
Compensation:
- Competitive salary
- Health Insurance
- Flexible working options
Our core values:
- Service: to our customers, and to the planet
- Excellence: In all aspects of our business
- Quality: In function and durability of our products
- Hustle: To quickly build a company serving customer needs globally
- Innovation: To develop new products and new business models
