Background

The Kenya Twyford Factory is established by Sunda International Group, with the Volume of total investment of 30 million dollars. Located in the vicinity of Umma University, Kajiado, it covers an area of nearly 300000㎡, 10 times than the local factory. In October 2016, the plant was put into production with its large scale, new equipments and high pr...

Position Purpose

Responsible for the daily management and operation of the local installation and after-sales service team, ensuring that company service processes and standards are properly implemented.

Requirements:

• 3+ years of experience in installation, after-sales service, or service management;
• Familiar with basic installation and after-sales service processes, with experience managing engineers or service teams;
• Strong customer complaint handling, coordination, and problem-solving skills;
• Experience in sanitary ware preferred; experience in building materials, home appliances, HVAC, water heaters, etc. is also acceptable;
• Basic technical knowledge of installation is required; advanced technical expertise is not necessary;
• Good English communication skills for daily communication with engineers, customers, and internal teams;
• Strong sense of responsibility, execution, and team management skills;
• Able to adapt to the local working environment in Africa.

Key Responsibilities:

• Manage local installation/after-sales engineers and service providers;
• Manage work orders from assignment and follow-up to completion and acceptance;
• Monitor installation quality and handle customer complaints and after-sales issues;
• Organize engineer training, certification, and performance evaluation;
• Implement company installation and after-sales standards and processes locally;
• Prepare service reports and drive continuous improvement.

Key Candidate Profile

Good understanding of installation and after-sales processes + strong team management + good customer handling and problem-solving skills + strong execution. Sanitary ware experience is preferred; advanced technical skills are not required.

• Manage local installation/after-sales engineers and service providers;
• Manage work orders from assignment and follow-up to completion and acceptance;
• Monitor installation quality and handle customer complaints and after-sales issues;
• Organize engineer training, certification, and performance evaluation;
• Implement company installation and after-sales standards and processes locally;
• Prepare service reports and drive continuous improvement.

• Installation and after-sales service management
• Team management
• Customer complaint handling
• Coordination
• Problem-solving
• Basic technical knowledge of installation
• English communication skills
• Sense of responsibility
• Execution skills

• 3+ years of experience in installation, after-sales service, or service management
• Familiar with basic installation and after-sales service processes
• Experience managing engineers or service teams
• Experience in sanitary ware preferred; experience in building materials, home appliances, HVAC, water heaters, etc. is also acceptable
• Basic technical knowledge of installation is required
• Good English communication skills
• Strong sense of responsibility, execution, and team management skills
• Able to adapt to the local working environment in Africa