Installation & Service Technician (s)

2 weeks ago

Nairobi, Nairobi Area, Kenya Dorbe Leit Consulting Full time 1,200,000 - 1,800,000 per year
Company Description

Our client is a technology company that is working to connect over 1 million homes in Africa to satelite internet services. This role reports to the Technical Manager.

Job Description

Job Purpose: To ensure the efficient and high-quality installation of kits, provide excellent technical support, identify potential sales opportunities during interactions, and maintain high levels of customer satisfaction post-installation.

Key Responsibilities:

  • Efficient Installation & Service Delivery:
    • Execute daily installation schedules efficiently, ensuring timely completion of assigned jobs.
    • Adhere to established installation procedures and quality standards to ensure proper functionality of all installed kits.
    • Optimize travel and work processes to minimize average installation time per job without compromising quality.
  • Quality Workmanship & Problem Resolution (First-Time Fix Rate):
    • Diagnose and resolve technical issues accurately and comprehensively on the first visit, minimizing repeat call-outs.
    • Perform thorough post-installation checks and testing to ensure system integrity and functionality.
    • Identify potential issues proactively and implement preventive measures during installations.
  • Ensuring Customer Satisfaction:
    • Communicate clearly and professionally with customers before, during, and after installations.
    • Educate customers on the basic operation and maintenance of their newly installed kits.
    • Ensure the work area is left clean and tidy after every job.
    • Promptly address any customer concerns or questions related to the installation or product functionality.
    • Encourage customers to provide immediate feedback through designated channels (SMS, app-based).
  • Documentation & Reporting:
    • Complete all service reports and necessary documentation accurately and on time.
    • Report any persistent technical issues or product defects to the relevant department.
    • Manage and account for tools and equipment used in installations.
  • Identifying Sales Opportunities & Generating Referrals:
    • Act as a brand ambassador during all customer interactions, representing the company positively.
    • During installations or service calls, proactively identify opportunities for new kit sales based on customer needs or inquiries.
    • Encourage satisfied customers to provide referrals by providing them with information on how to refer other customers.
    • Pass on details of interested customers or potential leads identified during field visits to the Sales Team for follow-up.
Qualifications

Atleast 3 years experience as an Installation and Service Delivery Technician of internet and satelite solutions.

Additional Information

Starting salary is Kshs 40,000 per month. 

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