Head, After-sales at Alfred and Victoria Associates

Alfred & Victoria Associates is one of Nigeria’s leading ICT solution based company. Our company offers a wide range of services which are in high demand of today’s emerging market. AVA has three major arms which have been streamlined to meet our customer's needs.

We are recruiting to fill the position below:

Job Title: Head, After-sales

Location: Victoria Island, Lagos
Employment Type: Full-time
Department: Sales
Reports to: Chief Sales Officer
Direct Reports: Regional After-Sales Service Managers
Internal Relationships: Cost and Planning Manager, Procurement Committee (Board), and Subsurface Manager.
External Relationship: Vendors and Suppliers

Job Summary

• The Head, After-sales will oversee after-sales activities including growth strategies and implementations and handle customer complaints, and resolutions across the country.

Key Role and Responsibilities

• Define and implement after-sales growth strategies and policies and procedures including warranty and guarantee policies.
• Supervise the operations of after-sales teams to ensure set targets are met and exceeded.
• Direct and coordinate after-sales operations to ensure service delivery is in line with set customer service charter.
• Investigate and resolve customers’ technical queries on purchased products.
• Proactively drive a collaborative, dynamic planning process - understanding the work that needs to be done against the capacity and capability of the wider team.
• Ensure framework for the periodic review of existing guarantee and warrantee policies to ensure competitiveness, efficiency, profitability, and overall value to the client.
• Ensure effective framework that guarantees all warranty and repair work are carried out in adherence to manufacturer and company standards.
• Manage the after-sales team, including the After-Sales Managers, Service Centre Leads, and Technicians across the country by setting clear targets and KPIs to excel and over- achieve.
• Ensure the continuous training and technical development of the after-sales service team including the technicians and leads.
• Collect, maintain, and report appropriate data on customer complaints including product, brand, nature of complains, number of months/ years after purchase, location, etc.
• Provide feedback on the brands company is in partnership with on future product development, features, and functions.
• Ensure and maintain a safe working environment and that processes are followed that adhere to health and safety regulations.
• Maintain contact with customers to obtain feedback regarding product/service quality.
• Proactively assess product specifications considering customer’s changing requirements or peculiarities and recommends product specification changes.
• Be an ambassador of the organisation’s values of customer centricity, integrity, innovation, positivity, and passion; and work with the Strategy & Corporate Development Lead to implement initiatives that ensure that subordinates imbibe these values and are called to order when erring.
• Generate all necessary aftersales service-related reports.
• Perform any other duties assigned by the Chief Sales Officer.

Key Performance Indicator

• Percentage contribution of aftersales service to overall company sales.
• Percentage contribution of repairs of independently sourced items to overall after-sales service revenue.
• Turnaround time in resolution of customer queries.
• Number of returning customers due to unresolved issues.
• Proportion of customer queries that escalated due to poor service.
• Accurate parts and inventory forecasting and reconciliation.
• Customer satisfaction index.
• Timelines and accuracy report.

Job Specifications
Academic Qualification:

• Bachelor's Degree in Computer Engineering, Electronics or Electrical Engineering, or any relevant engineering or industrial science discipline
• Master's degree will be an added advantage.

Professional Qualification:

• Relevant certification in professional repairs of consumer electronics and devices

Experience:

• Ten to twelve (10 - 12) years relevant work experience.

Skills & Competencies:
The competence proficiency levels required for the position are defined using the following key terms.

• Contracts - Mastery
• Strategy - Mastery
• Project Management - Mastery
• Commercial Acumen - Mastery
• Leadership - Skill
• Analytical - Skill
• Customer relationship -Skill
• Negotiation - Mastery
• Communication - Skill
• Credibility - Skill
• Adaptability - Skill
• Teamwork - Skill.

Salary
Very Attractive.

Application Closing Date
3pm; 11th February, 2022