Technical Aftersales Manager at uLesson Education Limited

At uLesson, we are building an app to help African students be the absolute best they can be. Our team of talented people is passionate about media, technology, education, and the African continent. Together, we seek to build a learning experience unprecedented in its richness, scope, interactivity, and effectiveness. Our company is built by successful and experienced entrepreneurs who founded businesses such as Konga.com and E-Motion Advertising.

We are recruiting to fill the position below:

Job Title: Technical Aftersales Manager

Location: Lagos
Reports To: The Vice President, Learning Hardware

Overall Function

• We are looking for a talented individual who is passionate about media, technology, education, and the African continent, to join our team.
• The successful candidate will lead and manage the technical team towards delivering excellent after sale customer service through device repairs and components ordering.

Key Responsibilities

• Lead the After Sales Service team in delivery device repairs and procurement of component parts.
• Deliver a profitable after sales service by considering and utilizing all possible revenue streams in the market.
• Support improvements in product quality through the interface between Consumers / Marketing / Manufacturing and Suppliers and take corrective measures to ensure consistent delivery of product quality and customer satisfaction.
• Manage all After Sales Service KPIs (cost, first time fix, call turnaround time, productivity output and efficiency ratio per employee) to achieve maximum efficiency.
• Ensure excellent customer service delivery at the Customer Care Centre at all times.
• Ensure appropriate repair consistent with warranty requirements.
• Ensure accurate and sufficient inventory of spare parts.
• Source competitive bids on tools, equipment and supplies for cost efficiency.
• Supervise the team to ensure that customer inconveniences, complaints and misunderstandings are promptly handled.

Qualifications and Skills

• Must possess at least a Bachelor’s Degree in Engineering (Mechanical or Electrical/Electronic).
• Must possess strong technical experience with proven successful track record in mobile and tablet device repairs (minimum of 4 years)
• Must possess strong leadership skills to supervise, guide and engage junior team members.
• Must be able to display ability to ensure customer service delivery timeline within 72 hours of received order.
• Strong analytical skills
• Strong accounting skills
• Strong project management and execution skills.
• Excellent written and verbal communication skills
• Ability to work well within teams and thrive in a fast-paced environment.

Compensation
Salary is competitive.

Application Closing Date
Not Specified.