Head of Technical Care (Group Innovation Team)

Job Type

Full Time

Salary

Minimum: $70,000
Maximum: $80,000

Published

08/27/2018

Start Date

09/23/2018

Application Deadline

09/11/2018

Address

KAMI House (former WASAC Office)
Kigali
Kigali City

Rwanda

Description

Energy access in sub-Saharan Africa is a significant problem, with more than 600 million people currently without mains electricity supply. For example, in Rwanda, 9.5 million people or 81% of the population cannot access mains electricity, which has a negative impact on quality of life and limits people’s chances of achieving economic prosperity.

BBOXX is helping to address this issue by providing off-grid communities in developing countries with smart, affordable and clean energy solutions. BBOXX customers typically use a Pay-As-You-Go payment method, which offers more access to people who are able to have electricity at home at a price they can afford. To date BBOXX has installed more than 150,000 systems and provided around 750,000 people with access to energy. We are the leading global off-grid solar company, and are fully vertically integrated, controlling every part of our customer experience.

We invite you to join us on this journey to electrify the off-grid world!

Check out our impact here http://www.bboxx.co.uk/customers/



Title: Head of Technical Care (Group Innovation Team)

Reports to: Group Director of Commercial and Innovation

Direct Reports: Business Process Managers for Refurbishment, Technical Service and Field Technicians

Location: Kigali, Rwanda

Your role

As lead of the Technical team you will be a key part of BBOXX’s global innovation team. You will define and drive forward the vision and strategy for the repair centers and technical service parts of the BBOXX operating model.

Your role is primarily strategic, focusing your team of process managers on improvements that will deliver the biggest value to the business. You are expected to empower and coach your team members to constantly improve the metrics (quality, cost, lead times, etc.) that are impacted as the result of any process changes.

Create and communicate a vision for BBOXX repair centres and technical service (over the phone or through field technicians);

  • Understand customer, technological and financial pressures on business area

  • Present vision to Innovation team, Engineering team and Executive
  • Integrate vision with new products

Strategize to ensure Business Process Managers focus on the most valuable problems;

  • Create business cases for improvements

  • Test key assumptions in business case with operational data
  • Get buy-in from key stakeholders for improvements

Lead and coach team of Business Process Managers;

  • Analyze qualitative and quantitative insights

  • Develop new process and IT tool requirements using Agile framework
  • Implement processes by creating implementation packs to be rolled out
  • Evaluate improvements expected against impact on KPIs and original business case

Drive projects to improve KPIs;

  • Refurbishment: Cost to set up and manage refurbishment centres, time to refurbish products

  • Technical Service: Call center cost per technical issue, customer dissatisfaction from technical issue
  • Field Technician Management: Time and cost to install, technician education score (during installation)

Requirements

About you

Foundation in Engineering (Degree in Electronic & Electrical Engineering or Mechanical Engineering)

Two years consulting experience (Operational or Strategy)

Two years team leadership and coaching experience

Experience in implementing operational changes or managing business operations

Team player capable of communicating with a large variety of stakeholders

Fluency in English

Desirable (not essential)

Experience in off-grid solar

Fluency in French

Experience with electronic hardware

Experience writing software

Familiarity with Agile project management framework

Experience with Human Centred Design

CORE COMPETENCIES

ANALYTICAL PROBLEM SOLVING: Thinks in a structured and reconciles qualitative insights with data

BUSINESS ACUMEN: Creates business cases and ensures focus on most valuable problems first

SELF-MOTIVATION: Identifies problems and leads the collaborative charge to solve them

THOUGHT LEADERSHIP: Generates ideas and uses strong leadership & influencing skills to drive change

TECHNICAL EXPERTISE: Uses foundation in engineering able to understand solar, IoT and technical processes



Benefits

Competitive salary and comprehensive medical insurance

Free lunch at your choice of restaurant

Our relentless commitment to personal development and career growth

This role is based at our HQ in Kigali, Rwanda - the 9th safest country in the world AND one of the most beautiful. You would get incredible opportunities to adventure and travel around the world (E Africa, UK, Asia), and you would be working with the smartest, most passionate, and most ambitious people in the industry (ex-Bain/BCG/investment banking).

Benefits

Competitive salary and comprehensive medical insurance

Free lunch at your choice of restaurant

Our relentless commitment to personal development and career growth

This role is based at our HQ in Kigali, Rwanda - the 9th safest country in the world AND one of the most beautiful. You would get incredible opportunities to adventure and travel around the world (E Africa, UK, Asia), and you would be working with the smartest, most passionate, and most ambitious people in the industry (ex-Bain/BCG/investment banking).

Level of Language Proficiency

English

French (desirable)

Professional Level

Managerial

Minimum Education Required

2-year degree


Share:

Share: