African technical engineer position responsibility
SA Area
SA Client Service Deputy Manager
1. Promote Clients’ Satisfaction Rate until 100%
2. In charge of local team daily management, promote local team technical skill, most of issues can be solved in 3 days.
3. Shorten response time, important clients should respond in 5 minutes. and assis sales dep. to achieve 2-3 times sales revenue in 2024
4. Product Quality Improvement, you should report batch issue or quality issue or those issues local team can’t solve in time weekly and push company to improve the product quality.
5. New SA Warehouse Spare parts Management
6. Complete other matters assigned by African Client service Manager
SA Client Service Staffs
1. In charge of receiving clients issues from clients, including from calls , Emails, Whatsapp, or other channels
2. In charge of issue clasification , for simple issues, SA Client Service Staffs can deal with them by themselves; For complex issues, they need to be forwarded to SA Site Service Engineer.
3. Responsible for following up Xiaoshouyi application process, and tracking number, customs clearance matters etc.
4. Responsible for reimbursement of SA Site Service Engineers, submit reimbursement application via OA, follow up internal reimbursement process
5. Inquiry clients about SA Site Service Engineers performance weekly
6. Finish other tasks assigned by manager.
sA Site service Engineers
1. Deal with complex issues assigned by SA Client Service Staffs
2. Provide Technical trainings for distributors, installers and end users etc. including, off grid inverter, hybrid inverter, grid inverter, battery etc.
3. If necessary, Have the business trip for complex client issues
4. Make troubleshooting documents, including posts, videos, documents etc.
5. Follow up complex issues process until they have been solved. For example, clients return back faulty ones to warehouse, you need to communicate with Warehouse Reparing Engineer and instruct them to repair them well.
6. Collect client feedback about products and Assist Research dep. to improve product quality.
7. Follow up important clients’ issues, and manage their stock spare parts level
8.Finish other tasks assigned by manager.
SA Warehouse Reparing Engineer
1. Responsible for reparing faulty inverters, including disassembling or assembling inverter, replacing boards, connection wire until clients are satisfied.
2. Make the maintenance recording about inverters that return back from clients.
3. Manage local warehouse spare parts stock level and manage these spare parts stock and out of stock
4. Update warehouse spare parts level monthly
5. Manage Warehouse repairing tools
6.Finish other tasks assigned by manager.
Kenya Area
Kenya Technical Service Engineer
1. Deal with all issues from clients via Email, Whataspp, calls etc.
2. If necessary, Have the business trip for complex client issues
3. Provide Technical trainings for distributors, installers and end users etc. including, off grid inverter, hybrid inverter, grid inverter, battery etc.
4. Make troubleshooting documents, including posts, videos, documents etc.
5. Follow up all issues process until they have been solved
6. Collect client feedback about products and Assist Research dep. to improve product quality.
7. Responsible for following up Xiaoshouyi applications process, and tracking numbers, customs clearance matters.
8. Deal with own reimbursement via OA.
9. Finish other tasks assigned by manager.
Nigeria Area
Nigeria Technical Service Engineer
1. Deal with all issues from clients via Email, Whataspp, calls etc.
2. If necessary, Have the business trip for complex client issues
3. Provide Technical trainings for distributors, installers and end users etc. including, off grid inverter, hybrid inverter, grid inverter, battery etc.
4. Make troubleshooting documents, including posts, videos, documents etc.
5. Follow up client issues process until they have been solved
6. Collect client feedback about products and Assist Research dep. to improve product quality.
7. Responsible for following up Xiaoshouyi applications process, and tracking numbers, customs clearance matters.
8. Deal with own reimbursement via OA.
9. Finish other tasks assigned by manager.
Egypt Area
Egypt Technical Service Engineer
1. Deal with all issues from clients via Email, Whataspp, calls etc.
2. If necessary, Have the business trip for complex client issues
3. Provide Technical trainings for distributors, installers and end users etc. including, off grid inverter, hybrid inverter, grid inverter, battery etc.
4. Make troubleshooting documents, including posts, videos, documents etc.
5. Follow up client issues process until they have been solved
6. Collect client feedback about products and Assist Research dep. to improve product quality.
7. Responsible for following up Xiaoshouyi applications process, and tracking numbers, customs clearance matters.
8. Deal with own reimbursement via OA.
9. Finish other tasks assigned by manager.