After Sales Officer Job at Burn Manufacturing

Salary: KES 30,000-40,000 gross per month.

Location: Ruiru, Kenya

Position reports to: After Sales Manager

Direct reports: None

We are looking for an After Sales Officer who will be part of a team which ensures our warranty repair program meets established standards and protocols, and delivers on our customer support brand promises.  The positions duties and responsibilities include, but are not limited to:

After Sales Officer Job Responsibilities

• Serve as the daily liaison between BURN’s service station network and our After Sales Department to ensure service stations and all related repair programs (in and out of warranty products) meet standards:
  1. Maintain ongoing relations with stations via personal visits and regular telephonic contact
  2. Ensure BURN-approved repairs are properly implemented
  3. Provide initial and ongoing training (approximately every six months) on product repair issues to service station personnel
  4. Manage service station inventory control and reconciliations; coordinate inventory reporting with After Sales Manager
  5. Ensure stations have proper branding and signage and meet visual standards; replace worn/outdated signage
  6. Maintain Secret Shopper program
  7. Maintain the reward and incentive program for service station personnel
  8. Support walk-in customers to Ruiru factory on their warranty claims and repairs
  9. Coordinate monthly reporting on service station evaluations and rankings
  10. Add data into the EchoMobile system for newly opened stations
  11. Ensure all stations have updated documentation and contracts
• Prepare documentation of service station trips and trainings, including product photos and physical samples
• Work with Quality Control team to troubleshoot product defects identified in the field
• Identify potential new service station locations in targeted markets
• Close and terminate contracts of underperforming stations
• Identify areas of improvement necessary for service stations and repair processes

Internal/External Relations

• Support after sales plans for BURN distributors as needed, including training assistance
• Identify gaps in our after sales network and processes; implement necessary solutions
• Support BURN activators in the field on any after sales issues

Requirements for the After Sales Officer Job

• Excellent interpersonal and verbal communication skills
• Highly professional, organized and punctual
• Proactive attitude and takes initiative to problem solve
• Experience in customer-facing tasks (customer care, relation management, sales etc)
• Experience with cookstove technology and/or repairs

How to Apply

To apply, please email your CV and cover letter to recruitment.kenya@burnmfg.com