The Ugandan Jobline

Job Title:  After Sales Service Officer

Organisation: PowerUP

Duty Station: Kampala, Uganda

About the Company:

PowerUP is a cleantech company developing electric appliances that reduce carbon emissions while delivering income and health benefits to our customers in Low and Middle-Income countries. Our products are designed to tap into dual revenue streams: small incremental payments from our customers, and payments for emissions reductions from global ER buyers. As a product design-oriented company with a deep understanding of how to grow markets by leveraging carbon finance, we seek to become the leading provider of emissions-reducing products and technology to consumers in Low and Middle-Income Countries. Our first product is a line of pay-as-you-go electric pressure cooker products designed specifically for sub-Saharan African markets.

Job Summary:   The role of the Aftersales Service Officer is to provide exceptional technical support and services to customers of PowerUP electric products. They will receive customer issues, diagnose and troubleshoot product  faults, conduct repairs and maintenance of faulty products and keep an up to date database of service records. Key deliverables include quick turnaround time of repairs to ensure customer satisfaction and clean data recording and analysis to inform continuous research and development of the products.

Key Duties and Responsibilities:

Technical Support, Repairs and Maintenance

• Receive customer issues, diagnose, troubleshoot and provide remote support and guidance for customer satisfaction.
• Conduct repairs and regular maintenance on product returns that are within warranty while following company standards and safety regulations.
• Inventory management and ordering of spare parts to ensure continuous service delivery.

Documentation and Reporting

• Record and maintain customer interactions, product issues and fault resolutions using the ticketing system.
• Analyze data, provide outcomes and trends and make meaningful recommendations for product improvement.

Training and Improvement

• Update technical service manuals with new product technical aspects and support related information.
• Support the training and development of distributor technicians.
• Suggest improvements to service processes and customer technical support strategies

Qualifications, Skills and Experience:

• 2-3 years of experience in a technical support or service technician role
• Strong technical skills and mechanical aptitude with excellent problem solving abilities.
• Data analysis and visualization in excel. Ability to use advanced tools is an added advantage.
• Proficient in using diagnostic tools and software to trouble issues and conduct electrical and mechanical product repairs.
• Customer-focused with a strong service orientation.
• Strong communication, writing and interpersonal skills.
• Ability to work independently and as part of a team.
• University degree or diploma in an electronics and electrical engineering field.

How to Apply:

All suitably qualified and interested applicants should apply online at the link below.

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