Regional Service Technician

d.light India; Eureka Springs (AR); On-site; USD 5,000 - 6,000; Full time

Job summary

d.light is seeking a skilled service technician to provide product service and customer support at our service centers and during field visits. You will diagnose errors, perform repairs, maintenance, and testing on solar products and consumer electronics, and document processes on Atlas.

The role requires electronics/electrical training and at least 3 years in solar PV or repair; strong communication and willingness to collaborate with regional teams.

Qualifications

• Electronics or electricals degree/diploma required.
• Minimum 3 years in solar PV or technical repair allowed; mobile repair experience beneficial.
• Ability to propose improvements to business processes and policies.
• Strong communication, tact, and diplomacy; multi-language skills advantageous.
• Good organizational, multitasking, and time-management abilities.
• Knowledge of repair and quality control tools.

Responsibilities

• Perform repairs, maintenance and testing at service centers and during field visits.
• Provide service and customer support at service center and on-site.
• Diagnose errors or technical problems and determine proper solutions.
• Document repair and service processes on Atlas or other company platforms.
• Follow all service procedures and cooperate with technical teams.

Skills

Solar PV repair

Mobile device repair

Multilingual communication

Process improvement

Confidentiality

Organizational skills

Customer service mindset

Repair tools understanding

Education

Electronics or electricals degree/diploma

Tools

Atlas platform

Job description

Job Location:

Regional Service Centers, Nairobi and Coast.

Job Tier:

A

Direct Reporting:

Regional Service Center Manager

Position Description

The job holder will be expected to provide product service and customer support at d.light’s service centers and during field service visits and manage all repair, maintenance, and test tasks assigned by the regional service manager or that come to the service center.
Diagnose errors or technical problems and determine proper solutions to support all d.light’s products and deliver exceptional service to our customers. The job holder will have to be highly in tune with solar technology, consumer electronics, and mobile phone repair.

R&Rs

• Work with the service teams to identify and undertake all required product repair activities in accordance with the relevant specifications and set standards, on schedule.


• Provide service and customer support at the service center and during field service visits


• Manage all repair, maintenance, and test tasks for d.light’s customers at the service center


• Diagnose errors or technical problems and determine proper solutions


• Document repair and service processes on Atlas or any other platform provided by d.light


• Follow all the company’s service procedures and protocols


• Cooperate with other technical team members and share information across the organization


• Comprehend customer requirements and make appropriate recommendations or briefings


• Ensure top-standard customer service at all times


• Manage spare parts, tools & other company inventory as will be assigned from time to time.

Requirements

KPIs

• Meet service center operation’s targets. (100%)


• 100% timely utilization of and accurate data capture on d.light’s Service Platform (Atlas)


• Spare parts and refurbishment stock management at service center


• Repeat repair ratio of less than 3%


• Supporting 100% d.light’s service centers through technician training or any other relevant support as assigned by the service center manager


• Achieve paid after service at 100%


• LTP below 12%

C-TAT - <7 days

Desired Skills And Experience

• A degree or diploma in electronics or electricals


• Minimum 3-years’ experience in the solar PV industry or technical repair field. Both solar and mobile phone repair experience will be an added advantage


• 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 and able to demonstrate complete discretion and confidentiality


• Superior verbal and written communication skills (multiple language 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


• Understands repair and quality control tools