JOB DESCRIPTION

Job Title:          After-sales Technician Coordinator

Department:   Operations Department 

Reporting to:  Director of Aftersales 

Level:                    Entry - lower management

Shift Rate:        KES 4158/KES 4677 (Based on experience)

About the position:

After-sales Technician Coordinator is a shift-based role with a fixed shift rate and working a maximum of 26 shifts per month. The responsibilities include organising, staffing, and managing a team of after-sales technicians. Serving as the customer-facing layer of the company, the job holder's primary task will be; ensuring that all technicians are well-trained and operate according to Roam's standards, delivering exceptional customer service and ensuring quick task turnaround times. Additionally, the position holder will be responsible for developing training materials and programs for external garages to conduct after-sales services on behalf of Roam.

What you'll be required to perform:

Station Management

• Ensuring Service Operations are always operational through sufficient staffing, tooling and service response time.
• Coordinating with the After-sales Logistic Manager to ensure spare parts availability and monitor consumption.
• Implementing Kaizen concepts for Service Bays to minimize tooling costs while maximizing productivity.
• Ensuring clean and effective workstation setup.

 Technician Management

• Managing and following up on technicians' performance and ensuring sufficient capacities.
• Creating reports on technicians' performance and training needs.
• Creating shift schedules to ensure continuity of operations outside normal working hours.
• Escalating staffing requirements to the supervisor before shortages arise.
• Acting as the main point of contact for internal and external inquiries concerning technical customer service operations.
• Evaluating customer satisfaction and working to ensure technicians are performing to Roam’s standards

Capacity Building

• Designing training materials for simple and comprehensive technician training during the onboarding process.
• Creating a certification process for internal and external technicians to process technical Roam Air issues.
• Performing and documenting regular refresher pieces of training for all the after-sales technicians.

What you are required to have for success:

• Strong knowledge of after-sales service operations, including tooling, spare parts management, and service response times.
• Demonstrated ability to apply Kaizen principles to improve service bay productivity while minimizing costs.
• Proven experience in managing technician performance, capacity planning, and creating shift schedules for operational continuity.
• Excellent leadership skills to coordinate and develop a team of technicians, including performance monitoring and feedback.
• Strong customer-facing communication skills, acting as the primary point of contact for technical service inquiries.
• Experience in evaluating and maintaining high customer satisfaction in after-sales services.
• Proficiency in creating training materials, effective onboarding processes, and establishing certification programs for the technicians.
• Strong reporting and documentation abilities, including performance tracking and identifying training needs.
• Exceptional problem-solving skills, with the ability to anticipate staffing shortages and proactively escalate issues.

What you're required to have done:

We’re seeking to hire an individual with technical (repair & maintenance) expertise in either ICE or electric vehicles, excellence in delivering exceptional results to customers & other stakeholders, a proven track record of success in capacity building for direct reports, and driving operational excellence.

Education

Bachelor's Degree/Diploma in Automotive/Mechanical/Electrical Engineering is preferred but not a requirement.