Job Title: Service Network - Team Lead

Department: Operations

Reporting Line: Head of Operations

Location: Nairobi

About ENGIE Energy Access

ENGIE Energy Access is one of the leading Pay-As-You-Go (PAYGo) and mini-grids solutions provider in Africa, with a mission to deliver affordable, reliable and sustainable energy solutions and life-changing services with exceptional customer experience. The company is a result of the integration of Fenix International, ENGIE Mobisol and ENGIE PowerCorner; and develops innovative, off grid solar solutions for homes, public services and businesses, enabling customers and distribution partners access to clean, affordable energy. The PAYGo solar home systems are financed through affordable instalments from $0.19 per day and the minigrids foster economic development by enabling electrical productive use and triggering business opportunities for entrepreneurs in rural communities. With over 1,700 employees, operations in nine countries across Africa (Benin, Côte d'Ivoire, Kenya, Mozambique, Nigeria, Rwanda, Tanzania, Uganda and Zambia), almost 1.5 million customers and over 7 million lives impacted so far, ENGIE Energy Access aims to remain the leading clean energy company, serving millions of customers across Africa by 2025.

www.engie-energyaccess.com

https://www.linkedin.com/company/3055106

Job Purpose/Mission

The Service Network Team Lead is responsible for managing ENGIE Energy Access Kenya's Service Network unit and assuring the best after-sales services to our customers. His/her Team supports the Zonal Sales and Collection Managers to conduct frequent training of all Installation and Maintenance Technicians across the country to ensure the best possible customer experience.

The Service Network Team Lead and his/her team provide technical support for all field technical issues to fulfill customer happiness with ENGIE products and also ensures effective and consistent quality of service.

Responsibilities

• Management of the Service Network Team to ensure good customer satisfaction via on time Product Installation and Resolution of Service Tickets as per the companies' policies and processes.
• Accurate Documentation of Installation and Maintenance Cases through the companies Information Management Systems and Applications (Powerhub, Mysol Fix, etc.)
• Validation of System Installations to ensure availability of GPS coordinates and traceability of customers in cases of repossessions in cooperations with the Customer Finance Team
• Close monitoring of transport costs and commissions for all Installation and Maintenance Cases
• Supporting of on time payroll Management for Installation and Maintenance Contractors in close consultation with the EEA K's Finance Team
• Identify Service network mapping Gaps within the different clusters advise ZSCMs and ZSCOs for recruitment of new technicians.
• Conducting trainings of identified and vetted Contractors for Installation and Maintenance of ENGIE Energy Access Kenya's Products across the country
• Provide weekly Item Swap projections for Mysol Shops and Stock Points and ensure sufficient stock levels are available in consultation with the Service Center Manager and Logistics Team
• Management of required PPEs for all Installation and Maintenance Contractors and supervision of correct utilization
• Ensuring that all SND-related processes and policies are properly documented and up to date.

Knowledge and Skills

Experience:

• ≥5 year of working experience in technical role within the solar industry related to EEA Ks (Solar technology, Battery technology, Solar controllers, Solar Panels)
• Hands-on leadership, team management and people development skills.
• Ability to work in a dynamic environment and enjoy multi-tasking and working under pressure to achieve deadlines and results.
• Very good organizational and interpersonal skills with proven ability in coordination's between inter departmental projects.
• Good team player with a commitment to value-based leadership.
• Strong relationship building skills with a high degree of responsiveness, reliability and integrity.
• Self-motivated with persuasive, enthusiastic and client-centric focus.
• Relevant professional experience in handling installations and maintenance with proven ability to analyze larger set of data (high analytics skills)
• Knowledge on environmental impact assessment will be an added advantage.
• Willingness to travel in any geographic areas assigned within Kenya.

Qualifications:

• Degree/master's degree in electrical engineering from recognized institution or any related social sciences studies.

Language(s):

• English
• Kiswahili

Technology:

• Good computer skills (MS Office); experience with using databases is a plus.