Charles Emmanuel Email & Phone Number

Tanzania

Responsible for service repair Operations in the Tanzania market. Working closely with Zonal Service Technicians to oversee tracking, repair execution and support the team with coordination of pending products and delivery to customers.Responsible for Zonal KPIs tracking, system (including Mobile App) improvement, and development to ensure repair data captured in the field is accurate for the purpose of product return reporting, management, and improvement.In charge of technical training, product repair process, and manual development. Working closely with the Head of Aftersales to prepare training materials for service technicians, development and certification of technicians based on their skills level. Responsible for repair room floor plan and special projects in the market.

Arusha, Tanzania

As Zonal Service Coordinator, I am responsible for;Developing service infrastructure within the Zone and ensuring seamless customer support for all d.light products.Escalantion of product quality issues and providing ideas for improvement.Recruiting Service Centers, coordinating and executing technical training of all Field Technicians and Service Centre holders.Monitoring all technical Escalantion and reporting.Forecasting, Monitoring and tracking of all spare parts within the Zone.Assignment, monitoring and closing of tickets to Field Technicians, Service Centres and ensuring they are resolved in less than 48 hours.

Tanzania

Managed to maintain and improve the overall performance of the department's KPIs and SLAs together with team management

Morogoro, Tanzania

Providing leadership to support the management of customers inquires in a service area, consistently playing the role of improving customer satisfaction and customer experience within a service area. Liaison between the customer and the company within the service area.Responsible for overseeing after-sales services, field customer service representative, stocks in the custody of maintenance technicians used to service new and existing customers, and ensure timely resolution of customers' complaints or questions within the agreed SLA. Training, coaching and monitoring quality of work of installation technicians and maintenance technicians in their service area.Analyzing health and safety hazards and requirements for PV solar installer and Maintenance technicians within the service area.Managing the implementation of EWURA regulations on the Electricity (Standardized Small Power Projects) Order 2019-GN No. 464, for all recruited installers.Determining photovoltaic (PV) system designs or configurations based on factors such as customer needs, expectations, and site conditions.Evaluating the implementation of service strategy and service policy. Analyze business practices and goals and make suggestions for improvements.Manages all after sales services withing the service area

Arusha Tanzania

Accountable for:Providing maintenance services within 48hrs or as scheduled with the customer. Responsible for:Managing maintenance technicians and maintenance cases. Training the Customer Care Department in remote troubleshooting and updating the troubleshooting manual Set up service network in the assigned area and communicate the recruitment needed. Managed to provide maintenance services consistently to the customers in strong cooperation with the team in the field.

Manyara And Mbeya

Accountable for:On time and high quality system installations at the customers premises or other locations as directed. Responsible for:Recruiting and Managing installation technicians by coordinating, supporting and providing information about new service areas to all technicians. Perform field visits to evaluate system installations and maintenance and recommend rectification when necessary. Prepare the monthly installation monitoring report, control monthly commission payments and payroll.

Arusha

Arusha