ENGIE Energy Access -Technical Coordinator

 Job Title           : Technical Coordinator

Department       : Customer Experience

Reporting Line :  Head of Customer Experience

Location           :  Nairobi

 

About ENGIE BU Africa ENGIE Energy Access 

ENGIE Energy Access is a 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 Power Corner; 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 nine 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 a leading clean energy company, serving millions of customers across Africa by 2025. 

www.engie-africa.com  

www.linkedin.com/company/engie-africa 

Job Purpose/Mission  

The Customer Experience Department leads Support excellent through a smart customer journey and insightful, responsive analysis. The Technical Coordinator manages the team of installation and maintenance technician’s country wide per service center to ensure on time and high quality installations, on time customer service within 48 hours. The TC is accountable for on time and high quality system installations at the customer’s premises or any other location as directed by Engie Energy Access 

 

Responsibilities   

• Coordinate installation and maintenance cases with field contractor technicians. 

• Manage through service centers installation technicians and maintenance technicians. 
• Remote troubleshoot of bring in warranty items with Area Admin and provide immediate solution. 
• Monthly and weekly departmental reports to Head of customer Experience 
• Coordinate Installation/ maintenance Technicians and ensure the completeness of their equipment. 
• Analyze open maintenance cases in the DB. 

• Remotely troubleshoot maintenance cases together with the customer 
• Assign maintenance cases to maintenance technicians. 
• Record maintenance actions taken in the DB and close maintenance cases. 
• Report maintenance and installation cases monthly to the Head of Customer experience 
• Monitor and evaluate the performance of the maintenance technicians regarding the quality and time of actions taken and recommend recertification when necessary. 

• Support Maintenance technicians remotely with difficult maintenance cases 
• Report maintenance cases monthly to the Head of Customer Experience 
• Control monthly commissions payments and payroll, follow up on faulty maintenance and inform Finance department about deductions. 
• Maintaining the inventory of maintenance’s technician spare part stock 
• Support installation Technicians with difficult installations in the field 

• Provide information about new service Areas to all installers. 
• Prepare the monthly installations monitoring report. 
• Repossessions are aligned and coordinated with the Customer Finance department 
• Perform field visits to evaluate system installations and maintenance and recommend recertification when necessary. 
• Number of installations and maintenance done on a weekly basis within 48 hours with working tools plus. 

• Ensure all trained and qualified contractors are equipped. 
• Report on maintenance and installation cases monthly to the Head of customer experience by 5th of every month 
• Ensure that system installations are as scheduled with the customers and installed within the Service Area covered by EEA Kenya. 
• Coordinating submission of daily/weekly technician and maintenance fare to allow smooth coordination and movement when maintenance or installation case is assigned. 
• Analyze no problem found report and recommending measurements to be put in place to allow CIP. 

• Control monthly commissions payments and payroll, follow up on faulty maintenance and inform Finance. 
• Identify the need for recruitment of new contractor technicians.  
• Support installation and maintenance technicians with difficult cases  

 

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 A2E 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 decisions 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. 

 

 

Accountabilities 

• On time and high-quality installation at customer premises or any other location as directed by EEA 
• Team Performance  
• Provide maintenance service within 48hrs or as scheduled with customer. 

 

Knowledge and skills  

  

Experience: 

• 2 years in renewable energy sector 
• Valid driving license 

• 1 years in leadership position (mid-level)  
• Good organizational skills 

Qualifications: 

• Diploma in Electrical Electronic Engineering 
• Certified solar PV installer (EPRA) 

 

Language(s):  

• English 

• Kiswahili 

Technology :

Knowledge of excel spread sheet and data entry skills.

 

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!