Position Title: Technical Service Manager- Kenya
Salary: 343356 KES Monthly + Yearly Bonus
Division : K&B SSA
Group: Kohler Kitchen & Bath
BASIC FUNCTION
Responsible and accountable for managing the pre-sales and post-sales support requirements to the Kohler Sales and Marketing team, and the Kohler customers and distributors, to maintain customer satisfaction and brand confidence in SSA. Play the role of Kohler technical training and advisory champion for the region and make sure that the brand quality is well communicated, executed and understood.
SPECIFIC RESPONSIBILITIES
1 Establish and maintain after-sales service providers
- Identify and implement SLA's with key service providers
- Review and audit service provider performance
- Implement areas for cost reduction and improvement of operational efficiency through negotiations (as required)
2 Business support
- Create and maintain a product spare part database for Sub Saharan Africa
- Create and maintain a product installation guide database for Sub Saharan Africa region
- Bi-monthly service reports (call and action log) to leadership team
3 Implement following processes and measures for after-sales and service support function
- Indenting of spare part stock at distributors
- Supply and control of spare parts at distributor level
- Maintain a spare part consumption record (log)
- Reverse logistics and scrapping of damaged stock
- After-sales service logging system for SSA region (web-based)
- Warranty claim process for SSA region
RELATIONSHIPS AND CONTACTS
Supervisory Relationships:
- Reports to the General Manager-SSA
Internal Business Relationships:
- The customer service department including logistics and warranty currently located in India, China, US (respectively as per need)
- The quality department, currently located in India, China, US (respectively as per need)
- The technical service department, currently located in India, China, US (respectively as per need)
- The supply chain department of the region
- The sales teams of the region
- The product teams of the region
External Business Relationships:
- Distributors teams
- Key contractors and installers
- Technical service vendors in the region
EDUCATION AND EXPERIENCE REQUIREMENTS
1. Education : Graduate with specialization in Technical Service or certification/diploma in Technical Service
2. Experience : 7+ years of experience in technical support environment
3. Language skills : English plus local language is preferred
4. Skilled in Microsoft Office (Word, Excel, Powerpoint), CAD. Sensible to technical drawings and understanding schematics.
5. Product oriented and sensible to design
6. Above average communication skills
7. Skilled in relationship building and consumer behavior
8. Daily activities require a minimum level of supervision and independent functioning.
9. Able to impart technical information clearly and structured.
Job Types: Full-time, Permanent