Company Description
Our client is a technology company that is working to connect over 1 million homes in Africa to satelite internet services. This role reports to the Technical Manager.
Job Description
Job Purpose: To ensure the efficient and high-quality installation of kits, provide excellent technical support, identify potential sales opportunities during interactions, and maintain high levels of customer satisfaction post-installation.
Key Responsibilities:
- Efficient Installation & Service Delivery:
- Execute daily installation schedules efficiently, ensuring timely completion of assigned jobs.
- Adhere to established installation procedures and quality standards to ensure proper functionality of all installed kits.
- Optimize travel and work processes to minimize average installation time per job without compromising quality.
- Quality Workmanship & Problem Resolution (First-Time Fix Rate):
- Diagnose and resolve technical issues accurately and comprehensively on the first visit, minimizing repeat call-outs.
- Perform thorough post-installation checks and testing to ensure system integrity and functionality.
- Identify potential issues proactively and implement preventive measures during installations.
- Ensuring Customer Satisfaction:
- Communicate clearly and professionally with customers before, during, and after installations.
- Educate customers on the basic operation and maintenance of their newly installed kits.
- Ensure the work area is left clean and tidy after every job.
- Promptly address any customer concerns or questions related to the installation or product functionality.
- Encourage customers to provide immediate feedback through designated channels (SMS, app-based).
- Documentation & Reporting:
- Complete all service reports and necessary documentation accurately and on time.
- Report any persistent technical issues or product defects to the relevant department.
- Manage and account for tools and equipment used in installations.
- Identifying Sales Opportunities & Generating Referrals:
- Act as a brand ambassador during all customer interactions, representing the company positively.
- During installations or service calls, proactively identify opportunities for new kit sales based on customer needs or inquiries.
- Encourage satisfied customers to provide referrals by providing them with information on how to refer other customers.
- Pass on details of interested customers or potential leads identified during field visits to the Sales Team for follow-up.
Qualifications
Atleast 3 years experience as an Installation and Service Delivery Technician of internet and satelite solutions.
Additional Information
Starting salary is Kshs 40,000 per month.
