Testing and Repairs Associate job at Q-Sourcing Limited

About the Organization

Q-Sourcing Servtec, a hallmark of HR excellence in East Africa, stands as the go-to recruitment agency for organizations aiming for growth. As a frontrunner in human capital management, our expertise spans across talent acquisition, training, and outsourcing, catering to the diverse needs of businesses in Uganda, Kenya, Rwanda, Tanzania, and South Sudan. Our solutions don’t just stop at hiring; we dive deep into assessing and developing both people and systems, ensuring organizations harness their full potential in this rapidly evolving work landscape.

For over 17 years, we’ve been the bedrock for countless East African businesses, offering them innovative staffing solutions and providing sustainable employment opportunities across various sectors. Whether it’s head hunting experts in Tanzania, casual management services in Kenya, or expatriate management in Uganda, our commitment to elevating the HR realm remains unwavering.

Job Description

This role requires diagnosing and addressing after sale issues that come from the field as we l as implementing QA/QC measures to prevent after sales. The role requires you to be at the forefront of ensuring products serve the client at the optimum and in-case of an after sale ensure the best solutions are provided to the customer within the shortest time possible.

Duties and Responsibilities

Ensure diagnosis and repair of all products and their accessories sent from the field and ensuring daily co lection and transportation of a l repaired items back to customers.
Evaluate al products returned as a result of an after-sale issue are within Warranty and if not advise the customer on the cost of reerpret blueprints, schematics, and wiring diagrams to better troubleshoot all after sale issues reported

Complete quality assurance inspections, documenting corrective actions and ensure adequate amounts of quality certified products are ready for dispatch to customers
Set standards operation procedure for al product QA/QC, troubleshooting and repairs and ensure adherence
Ensure proper communication, ticketing, and documentation of a l after sale issues
Generate daily, weekly, and monthly aftersales reports highlighting issues/ product default issues that need to be addressed from the manufacturer's end.
Perform all after sale product-related tasks assigned from time to time

Team Coordination

Collaborate closely with the after-sale engineering and call centre teams to resolve all technical issue
Support the provision of training to the field technical teams on how to identify and resolve repair issues
Support the provision of training to field technical teams on how to instruct customers about process, usage, and maintenance.
Manage and resolve all after-sale issues within TAT of 48hrs from when product is received for repair
Develop positive and professional relationships with channel partners and service providers
Develop knowledge of all solar products and systems designed.

Risk Management

Be proactive in identifying a l product risk based on the after-sale issues reported daily.
Ensure team is operating at full capacity to reduce after sale issues and ask for extra manpower when needed to avoid burnout of team members
Communicate and mitigate any risk factors that are encountered with the team while at work

Qualification, Experiences and Competencies

Bachelor's degree in electrical or mechanical engineering, product design, business, or other relevant fields
3yearsofexperience in providing technical solutions within set TAT to deliver exceptional customer experience
Comfortable with ambiguity in a fast-evolving environment, and able to plan, be organized, and meet deadlines
Hands-on, detail-oriented with strong execution ski ls

Good communication skills and should ensure information communicated is clear and timely
Independent thinker able to thrive and make decisions in a fast-paced dynamic environment with little direction
Organized and an expert in time management
A proven ability to work with minimal supervision
Proactive, collaborative, organized, and curious problem solver with a “can-do” attitude