Technical Manager - Emerging Markets at BioLite

Job Responsibilities: 

After Sales& Warranty Service

• Manage the delivery of EM After Sales and Warranty including, but not limited to, Policy implementation, Partner Warranty Data, Technical Support and After Sales Service (Training and Repair)
• Support the BioLite Academy in the delivery of After Sales Training
• Drive the technical team in their collection and consolidation of Partner data, including product feedback, critical to providing input into BioLite’s Product Development

Team Management & Growth

• Manage EM technicians
• Provide continual resource planning and task prioritisation
• Ensure all time tracking is completed by the team
• Provide personnel management, performance management, identify skills gaps, seek growth opportunities for the team.
• Represent EM Technician team activity to leadership & stakeholders

Process & Compliance

• Monitor and share status of the implementation of BioLites Warranty Policy, processes, training and tools with Partners
• Quality Data Lead.  Present monthly KPI performance metrics to the wider BioLite team
• Monitor EM Technician team KPI's and identify initiatives to improve
• Drive initiatives to ensure accuracy of Partner Warranty Service Data (Return rates, failure rates, sell-through, inventory)

External Communications

• Maintain strong partnerships with Partners to ensure they are supported in all areas of After Sales and Warranty.
• Frequently attend bi-weekly Partner meetings for Technical support and After Sales

Internal Communications

• Foster and manage positive working relationships with cross-functional teams including business development, product development, manufacturing, operations, quality, and supply-chain.
• Attend all internal partner meetings chaired by the Business Development team
• Work closely with the Technical Director, ensuring all team priorities are clearly communicated

OtherTechnical Support Areas

• Assigning resources on Specialised Quality Certification (QC) Projects and activities for example product re-work, investigations or field testing.

Skills and Qualifications:

• Organizational Planning 
• Team Leadership / people management
• Critical thinking
• Decision making 
• Analyzing Information
• High level of accountability
• Excellent Verbal and Written Communication
• Flexible and adaptable

Requirements/Experience:

• Minimum BSc / B ENG in Electrical Engineering or relevant degree
• 5+ years experience in a relevant technical role
• 3+ years experience leading or managing the day-to-day activity of technicians
• Experience working in Sub-Saharan Africa for a company producing or distributing hardware.
• Judgement and decision making skills, able to consider the relative costs and benefits of potential actions, choosing the most appropriate one.
• Flexible, adaptable and comfortable in a fast-changing environment.  
• Fast learner.  Willing to contribute in areas beyond formal job description.