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Technical Manager-Customer Service Job in Kenya

Technical Manager-Customer Service

Our Client a leading player in the global Ice-Cold Merchandisers (Beverage Coolers) market, seeks to recruit a Technical Manager-Customer Service.

Main Purpose

Manage the activities of customer service team, sale of post sales services- post warranty, service and asset placement in the market.  Technical training and support to the service provider and the company customers.


  • Prepare Post-Sales Services Proposals and contracts to customers.
  • Create, develop and train service network and ensure that the service providers offer high quality service, ensuring contractual KPIs are met.
  • Develop and implement corrective plans to address all technical Customer complaints.
  • Prepare, implement, supervise, and evaluate all customer service projects.
  • Spare part Management and forecasting by preparing a reliable projection process and reporting mechanism.
  • Day to day running and management of the customer service team and ensure that service delivery is at optimal.
  • Ensure 100% implementation and compliance of the company commercial policy and standard operating procedure for post sales operations.
  • Prepare and review Post maintenance contracts to ensure optimum mutual obligations.
  • Track and prepare Periodic Profit and Loss Reports for management, for all the customer service projects.
  • Communicate with customers, both in person and by telephone, in case of complicated technical issues in an effort to provide superior service and maintain high standards in dealing with them.
  • Develop and implement technical training and seminars on new and existing products.
  • Timely preparation of monthly, quarterly, triennially and annual project report.
  • Periodic market inspections on work quality by the service providers.
  • Spare parts Sales.
  • Diploma, Degree in Electrical Engineering
  • Minimum experience of 2 years in a Customer Service Management position
  • Minimum 5 years work experience
  • Engineering knowledge
  • Strategic management and planning skills
  • Strong business acumen, basic accounting and finance skills
  • Good understanding of critical equipment supporting infrastructure e.g. diesel generators, Air conditioning Systems.
  • Excellent communication skills (English) and strong interpersonal, leadership and people management skills
How to Apply:

If you are qualified and up to the challenge, please apply on our Careers page via 

Deadline for application is Tuesday 22nd May, 2012. 
Please note that only qualified candidates will be contacted.

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