Job Title:  Service Center Officer

Department: Customer Experience

Reporting line:  Service Center Coordinator

Job Grade: 11

About ENGIE Energy Access

ENGIE Energy Access is the leading Pay-As-You-Go (PAYGo) and mini-grids solutions provider in Africa. The company develops innovative, off-grid solar solutions for homes, public services and businesses, enabling customers and distribution partners access to clean, affordable energy. The PAYGO solar home systems are financed through affordable instalments from $0.19 per day and the mini-grids foster economic development by enabling electrical productive use and triggering business opportunities for entrepreneurs in rural communities. With over 1,800 employees, operations in nine countries across Africa (Benin, Côte d’Ivoire, Kenya, Mozambique, Nigeria, Rwanda, Tanzania, Uganda and Zambia), over 1.9 million customers and more than 9 million lives impacted so far, ENGIE Energy Access aims to impact 20 million lives across Africa by 2025.

www.engie-energyaccess.com  

www.linkedin.com/company/engie-africa

Job Purpose/Mission  

The purpose of the Service Center Officer at ENGIE Zambia is to provide exceptional customer service and support, ensuring efficient operations and customer satisfaction at the service center.

Responsibilities 

• Provide an exceptional customer experience to Engie Energy Access (EEA) Zambia customers at all times
• Serve as a liaison between the customer and EEA
• Managing customer credit portfolios and ensuring catch ups are made at every engagement
• Resolve customer requests, questions and complaints while frequently analyzing situations to determine the best use of resources
• Diagnose technical issues with customer units and accessories and support the after-sales service process
• Provide accurate product information to customers • Supervise and monitor the disbursement of inventory (including accessories) in your Service Centre
• Maintain up-to-date and accurate inventory records for Stock audits
• Provide regular reports on sales, support, inventory, and customer data handling and management
• Receive, assess, ship voluntary and deactivated kits and any damaged swap stock back to EEA HQ within one month of receipt at the Centre
• Ensure accurate and high-quality information is added into the EEA data system
• Assist with product development through conducting field tests and surveys when required
• Help collect data on customer feedback and satisfaction
• Escalate any unresolved issues or questions to your supervisor/ manager
• Make courtesy calls to EEA customers as requested
• Ensure all EEA customers have a great end-to-end customer experience
• Help collect data on customer feedback and satisfaction
• Escalate any unresolved issues or questions to your supervisor/manager
• Make courtesy calls to EEA customer as requested
• Ensure all EEA customers have a great end to end customer experience
• Managing administrative matters of the Service Center
• Adhoc duties as and when required by the manager or Head of Department

Knowledge and skills   

Experience: 

• Strong product knowledge and troubleshooting skills.
• Excellent written and oral communication skills
• Self-motivated and ability to multitask and work with minimal supervision
• Strong team player, with high work ethics and integrity and interpersonal skills
• Ability to work under pressure and willingness to learn
• Demonstrate a high level of professionalism and integrity

Qualifications: 

• Tertiary qualification i.e. certificate or diploma in any business-related field
• Customer Experience skills/ experience

Job Overview

The Technician will oversee the onsite operations of the Mini- grids.

Key Responsibilities

• Responsible for the operation and maintenance of Solar mini-grids, and servicing of electrical components such as batteries, PV modules, Inverters, Chargers, Electrical wiring, and all connected 3-Phase and Single-Phase loads.
• Preparing Technical reports
• Management of the Mini-grids optimization
• Install, maintain, modify and repair all electrical distribution system (like internal and external wiring connections) and associated electrical equipment.
• Identify electrical problems with a variety of testing devices
• Inspect and test electrical components such as smart meters and circuit breakers and do replacement accordingly when required.
• Replace wiring, equipment, or fixtures using hand tools and power tools
• Ordering, receiving of materials, completing work orders and recording materials utilized on jobs (inventory management)
• Connection to new customers by installing meters, poles and internal wiring.
• Working at height and proper use of Personal Protective Equipment
• Utilize blueprints, wiring diagrams and manufacturer’s installation manuals to complete assigned projects
• Support development of technical documentation
• Record all technical project delays that might be caused by developer or contractor for records.
• Follow state and local building regulations based on the current National Electric Code
• Maintain all electrical generation unit such as cleaning the PV/ Batteries installation, Generator maintenance
• Ensuring the site has good connectivity on VSAT and Fatbox
• Installing electrical appliances to customers to make sure they match grid requirements.
• Working on Safety issues (HSSE) for Sites based in operation and sites under-construction
• Conducting field interventions: site assessments, energy surveys and demand assessment. Based on field assessments and study reports, propose a field intervention to implement appropriate marketing strategies for electricity and electrical appliances.  This includes: acquisitioning and retaining of customers, facilitate use electricity for domestic and productive activities (electricity availability, metering and tariffs and methods of payment, safety, load management, etc.).
• Responsible for the operation and maintenance of Solar mini-grids, and servicing of electrical components such as batteries, PV modules, Inverters, Chargers, Electrical wiring, and all connected 3-Phase and Single-Phase loads.
• Install, maintain, modify and repair all electrical distribution system (like internal and external wiring connections) and associated electrical equipment.
• Identify electrical problems with a variety of testing devices
• Inspect and test electrical components such as smart meters and circuit breakers and do replacement accordingly when required.
• Replace wiring, equipment, or fixtures using hand tools and power tools
• Ordering, receiving of materials, completing work orders and recording materials utilized on jobs (inventory management)
• Connection to new customers by installing meters, poles and internal wiring.
• Working at height and proper use of Personal Protective Equipment
• Utilize blueprints, wiring diagrams and manufacturer’s installation manuals to complete assigned projects
• Support development of technical documentation
• Preparing Technical reports
• Record all technical project delays that might be caused by developer or contractor for records
• Follow state and local building regulations based on the current National Electric Code
• Maintain all electrical generation unit such as cleaning the PV/ Batteries installation, Generator maintenance
• Ensuring the site has good connectivity on VSAT and Fatbox
• Installing electrical appliances to customers to make sure they match grid requirements.
• Working on Safety issues (HSSE) for Sites based in operation and sites under-construction
• Conducting field interventions: site assessments, energy surveys and demand assessment. Based on field assessments and study reports, propose a field intervention to implement appropriate marketing strategies for electricity and electrical appliances.  This includes: acquisitioning and retaining of customers, facilitate use electricity for domestic and productive activities (electricity availability, metering and tariffs and methods of payment, safety, load management, etc.).
• Improve operational reliability for small and big productive users.
• Develop training materials for Productive use customers for new sites (PU operation and maintenance guide).
• Maintains engineering records, lists, and reports as required to ensure compliance with the customers schedule, adherence to the budget and adherence to procurement specification.

Knowledge and skills Experience:

• Excellent communication and interpersonal abilities.
• Excellent Reporting skills.
• An analytical mind with good organizational skills.
• Outstanding leadership skills.
• Experience in solar system design/sizing, installation, operations, and maintenance
•  Ability to work at height.
• Experience in industrial motor control systems
• Must have experience with Victron products and Victron Remote Management.
• Experience with single and three phase power.
• Ability to produce technical reports.
• Diesel genset maintenance.
• Computer applications
• Experience in industrial and domestic wiring (internal and exterior wiring)
• Troubleshooting skills
• Microsoft, Excel, power point and word.
• Data analytics
• High Safety standards (experience in safety standards)

Qualifications:

• Must have a Diploma in Electrical Engineering
• Minimum 5 years work experience in the Electrical field and working on heights
• Registered member of EIZ and has a valid practicing license.
• Must be computer literate
• Must have a driving license(defensive driving).

Language(s): 

• English
• At least one Zambian Local Language

ENGIE is an equal opportunity employer, promoting diversity and committed to creating an inclusive environment for all. All applications are screened based on business needs, job requirements and individual qualifications, without any regard to origin, age, name, sexual identity, orientation or preference, religion, marital status, health, disability, political opinions, union involvement or citizenship. Our differences are our strengths! 

About ENGIE Energy Access

ENGIE Energy Access is one of the leading Pay-As-You-Go (PAYGo) and mini-grids solutions provider in Africa, with a mission to deliver affordable, reliable, and sustainable energy solutions and life-changing services with exceptional customer experience. The company is a result of the integration of Fenix International, ENGIE Mobisol and ENGIE PowerCorner; and develops innovative, off-grid solar solutions for homes, public services, and businesses, enabling customers and distribution partners access to clean, affordable energy. The PAYGo solar home systems are financed through affordable installments from $0.14 per day and the Mini grids foster economic development by enabling electrical productive use and triggering business opportunities for entrepreneurs in rural communities. With over 1,700 employees, operations in 9 countries across Africa (Benin, Cote d’Ivoire, Kenya, Mozambique, Nigeria, Rwanda, Tanzania, Uganda, and Zambia), over 1 million customers and more than 5 million lives impacted so far, ENGIE Energy Access aims to remain the leading clean energy company, serving millions of customers across Africa by 2025.

https://www.linkedin.com/company/engieenergyaccess/

Job Purpose/Mission 

The Logistics Manager in Africa Operations is positioned at the interface between EEA country teams, and global functions that support the delivery of products to countries through EEA’s supply chain. In this role, you are responsible for managing logistics in all countries, propagating optimizations and efficiencies on cost and delivery, measuring effectiveness of distribution and delivery models in countries to ensure the smooth supply and on-time-delivery of products to service centers and sales points in countries to support the company’s revenue generation activities. This role seeks to enhance logistical efficiency, improve distribution and delivery capabilities, increase adherence to distribution policies and delivery guidelines, and monitoring potential improvements in logistics processes in and between EEA’s countries of operation.

This is an exciting role which requires creativity and strategic visioning as well as operational execution and working cross-functionally with our teams and external partners in Africa.

Key Responsibilities

In-country Logistics:

• Establish the logistics community in EEA by building awareness around distribution, delivery and logistics mechanisms within the countries.
• Enhance the logistics and distribution processes in countries by establishing the required tools, policies and guidelines and streamlined ways of working.
• Analyze, identify, and implement (DMAIC) the scalable logistics models including the choice of in-house / outsourced (cost-benefit analysis) activities for the respective countries to ensure on-time and effective positioning of products in the last mile.
• Develop and implement logistics strategies to minimize costs while maintaining high service levels across all 9 countries by identifying opportunities for cost optimization within the product delivery value chain to enhance efficiency and cashflow.
• Lead collaboration with internal partners including sales, finance, operations in countries to enhance planning and the ways of working in delivery execution ensure timely and accurate product positioning in alignment with market demands.
• Devise measures to increase traceability of products in the logistics value chain and reduce losses / damages in transit.
• Devise and implement strategies to optimize EEA’s product time to market by increasing efficiency of logistics in the country, reducing delivery lead time, enhancing route to market for right place, and right time deliveries.
• Develop visibility (through technology and other tools) to track end-to-end logistics for products in the value chain per shipment (at warehouse, in transit, in shops / service centers, in last mile, with agents).
• Prepare and present regular reports to senior management on logistics performance, cost savings, and strategic recommendations for enhancing in-country logistics.
• Lead collaboration with external partners and 3PLs to negotiate with suppliers, transporters, and secure cost-effective and reliable services.
• Lead learning and training needs for the logistics community in the countries; ensure all internal stakeholders are updated on policies, processes and procedures.

Africa Logistics:

• Take custody of the inter-country stock transfers and reshuffles from the logistical perspective.
• Coordinate with countries to ensure reshuffles are executed in a timely manner to avoid stock-out periods in countries expecting the inventory for sales.
• Work with internal stakeholders such as S&OP, inventory management, Freight project management to devise effective methods to deliver the products across countries at minimum cost.
• Ensure conformity to all requirements for export and import across the countries to enable smooth shipping, licenses, certifications, test reports, origin documents, customs declarations etc.

At EEA, we have high expectations for our managers. Each manager plays a key role in creating an exceptional experience not only for our customers but for every person on our team. Our managers help EEA realize our ambitious goals while developing their own leadership skills and facilitating growth for their direct reports. 

We believe that great managers:

• Deliver ambitious results: As a high-performing and accountable leader, you create an enabling environment for effective action and bold decision which contribute to successful delivery of results.
• Act with integrity: As an ethical leader you are honest, respectful, objective, and transparent. You create and build upon a foundation of trust and openness.
• Inspire and mentor the team: As an inspirational leader you walk the talk. You empower and coach your team with trust and humility.
• Are accessible: as an accessible leader, you develop and maintain deep connections with stakeholders through approachability and active listening.
• Ensure diversity and inclusion: as an inclusive leader, you ensure diversity and foster a sense of belonging.

Knowledge and skills 

Experience:

• 5+ years of experience in international supply chain, operations, and logistics.
• Strong experience in service delivery strategies for operational enhancement and cost optimization.
• Observance acumen with the ability to pinpoint opportunity areas and implement strategies to reduce costs and increase efficiency.
• Excellent with analytics and tools for optimization; from selection, review, implementation and monitoring.
• An ambitious leader with the ability to rally cross-cultural teams to deliver common objectives.
• Excellent interpersonal skills and the ability to maintain and develop new partner relationships (external bodies).
• Willingness to learn and adapt in a fast-paced logistics environment, with the ability to work independently.

Qualifications:

• A bachelor’s degree in Logistics Management, Supply Chain Management, International business, or related fields.
• Professional Certifications in supply chain, Transportation, and logistics e.g., CSCP, CLTD, CILT are important.
• Masters in Logistics Management, Supply Chain Management, Operations Management are an added advantage.

Language(s): 

• English
• French & Portuguese are a plus

 Technology:

• Advanced MS Office User (Excel, PowerPoint, Word)
• Knowledge of distribution and delivery optimization and planning tools, ERP systems, and logistics software e.g., SAP, Sage, NetSuite, Oracle etc.
• Working proficiency in data analysis to support critical KPIs and metrics.

ENGIE is an equal opportunity employer, promoting diversity and committed to creating an inclusive environment for all. All applications are screened based on business needs, job requirements and individual qualifications, without any regard to origin, age, name, sexual identity, orientation or preference, religion, marital status, health, disability, political opinions, union involvement or citizenship. Our differences are our strengths!

A significant exposure to ethics risk given the geographical footprint (9 African markets) and type of activities (B2C, with large sales force on the field), this hire is critical for business continuity.