Aftercare Manager at Ampersand Rwanda Ltd: (Deadline 7 September 2024)
Do you want to do work that matters? Do you want to help improve the lives of some of the most hardworking people in Africa, while also reducing carbon emissions? Do you want to use your skills to advance Africa towards a zero-carbon future, not just to make a living? Ampersand is your answer.
About Ampersand
Ampersand is Africa’s emobility pioneer. Ampersand provides electric motorcycles and charging infrastructure (battery swap stations), uniquely tailored to serve half of Africa’s road fleet: Commercial motorcycle taxi and delivery drivers. Moto taxis are a primary means of public transport in African cities, and it is estimated that these drivers spend >$6Bn p.a. on gasoline in East Africa alone. Ampersand has developed an electric solution that is more powerful, fun to drive, and cost-effective than the incumbent. Ampersand drivers routinely earn over 30% more income by going electric.
The company started in Kigali, Rwanda, and expanded into Nairobi, Kenya in 2022. Today it has around 3,000 e-motorcycles on the road and 36 battery swap stations across the two countries. Ampersand is leading the market in quality, affordable tech, customer traction, and operational systems. The Ampersand team consists of 400+ staff drawn from diverse backgrounds and is working hard to see all 5 million taxi motorbikes in East Africa become electric by 2030. Ampersand is rapidly scaling its operations and is looking for innovative professionals who are passionate about clean energy and environmental impact to lead and contribute to our rapid growth.
Ampersand values innovation, creativity, and continuous improvement. It seeks people who are proactive problem solvers to drive results. Ampersand promotes leadership within the organization and is a place where you can grow your career as you work with some of the brightest and most hard-working individuals in East Africa.
Our Values
- Customer-centric Everyday: We prioritize our customers daily, tailoring solutions to exceed expectations.
- Challenge The Status Quo Through Innovation: Our dedicated teams constantly challenge the status quo, driving innovation to enhance customer experiences and deliver solutions that go beyond expectations
- Love Solving Problems Together: Internal collaboration is our approach; we thrive on solving challenges alongside our customers.
- Stay Agile: We stay agile to swiftly meet dynamic customer needs and adapt to a changing landscape.
- Driven By People And Planet: Beyond business, we’re committed to people and the planet, ensuring a positive impact.
About the role
The Aftercare Manager at Ampersand will be responsible for overseeing the technical after-sales support operations, ensuring exceptional service delivery for our customers and dealer partners. This role will involve managing the maintenance, refurbishment, spare parts inventory, and warranty services for Ampersand e-motorcycles. The Aftercare Manager will lead a team, drive continuous improvement initiatives, and collaborate closely with various departments to optimize service systems and enhance customer satisfaction.
Key Responsibilities:
- Maintain a high level of technical competency in the mechanics, electricals, and power systems of Ampersand e-motorcycles.
- Conduct analytics to improve processes, warranty rates, and service order efficiencies.
- Accountable for spare parts inventory management, overseeing stock accuracy, stock keeper performance, and placing stock orders as necessary.
- Lead, manage, and train aftercare staff to deliver efficient and excellent service, including coaching and mentoring team members.
- Coordinate with Ampersand spare parts dealers to ensure availability and quality of maintenance at partner garages in Rwanda.
- Develop and implement aftercare strategies to enhance customer satisfaction and retention rates.
- Monitor customer interactions, identify opportunities for service delivery improvements, and resolve escalated customer issues promptly.
- Collaborate with sales and marketing teams to ensure smooth handover and ongoing support for customers.
- Develop and maintain aftercare performance metrics and KPIs to track team effectiveness and service quality.
- Foster a customer-centric culture within the team and across the organization.
- Stay informed about industry trends and best practices in customer support and aftercare services.
- Undertake other duties as assigned by Ampersand management.
Minimum Requirements:
- Over 3 years of experience in management, preferably in customer service or technology-related industry roles.
- Experience in organizing and allocating resources to meet targets effectively.
- Excellent interpersonal skills, including strong verbal and written communication. Fluency in Kinyarwanda is a strong bonus.
- Bachelor’s degree in Electrical Engineering, Electronics, Electro-Mechanics, or a related field.
- Strong business acumen and ability to read and translate technical documents.
- Experience with spare parts distribution or franchise partnerships is desirable.
- Ability to manage, train, mentor, and coach team members to achieve operational excellence.
- Proven ability to deliver results on time and within budget.
- Proficiency in Microsoft Office tools.
- Fluent in both written and spoken English. Fluency in Kinyarwanda and other languages is advantageous.
- Experience with electric vehicles and/or in a startup environment is a plus.
Timing
ASAP
Compensation:
A competitive compensation package commensurate with local market rates, with health insurance.
Job location
This role will be based in Kigali, Rwanda
Interested? Apply Here
Women and minority groups are strongly encouraged to apply
📢 Important Notice:
At Ampersand, we want to emphasize that we do not discriminate based on gender, race, religion etc… We do not charge or request any form of payment from applicants at any stage of our recruitment process. Your job application and interviews with us are entirely free of charge. If you encounter any requests for payment or fees claiming association with our hiring process, please report it to recruitment@ampersand.solar immediately. Your trust and confidence in our company are paramount, and we are committed to providing a fair and transparent recruitment experience for all applicants.
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