Ignite Energy Access is Africa’s leading distributed renewable energy provider, delivering state-of-the-art solutions that enable reliable, affordable, and sustainable energy access to millions across the continent.
Job Purpose/Mission
The Service Center Supervisor runs Service Center customer support, walk-in sales, and lead-conversion function. Peri-urban Service Centers house new-sales/upgrade motion under the Pull Strategy and servicing (repairs, swaps, PCBA replacements). Every newly onboarded customer receives a welcome call and documentation validation within 24 hours of installation, and all Referral Agent leads are logged and attributed in the SOL.RM’s Prospecting App first to maintain auditable motions and protect repayment performance.
Responsibilities
Daily Cadence — Walk-In Sales, Customer Service & Post-Installation Validation
Walk-in sales: Serve as the primary point of contact for walk-in customers, deliver tailored pitches for solar energy and mobile phone options, and onboard closed sales onto SOL.RM the same day.
In-store promotions: Coordinate and execute in-store promotions, product displays, and seasonal marketing activations to drive Service Center foot traffic.
Customer service: Handle walk-in and phone inquiries, payment account questions, and system troubleshooting; log service tickets and escalate challenges to the relevant department.
Welcome call & validation: Conduct mandatory welcome calls for every newly onboarded customer within 24 hours of installation, confirming system handoff, usage terms, and satisfaction; audit and validate installation sign-off sheets and customer documentation before filing for HQ dispatch.
Installation booking & dispatch: Maintain the master booking schedule for all installations in the Service Center's jurisdiction, coordinate daily schedules with last-mile field technicians, and monitor service SLAs for pending or delayed requests.
Referral Agent Prospecting App: Log, track, and update every sales lead generated by Referral Agents the same day it is received; act as administrative liaison for Referral Agents.
Physical stock count: Count all Service Center inventory (solar kits, batteries, accessories, spare parts, marketing materials) and reconcile against system records; ensure variance stays under 0.5%.
Stock movement: Process incoming shipments, stock issuances to technicians, and returns/warranty replacements per company policy.
Prospecting App integrity: Review Referral Agent lead attribution for errors to ensure proper commission allocation.
Conversion rate: Review walk-in inquiries converted to closed sales against the 50% target.
Monthly Cadence – County Compliance & Reporting
Permit and license tracking: Apply for, pay, and renew Single Business Permits (SBPs), signage permits, and county trade licenses on time.
Compliance relationship management: Act as the main contact for county revenue officers and compliance inspectors.
Monthly roll-up: Report KPI snapshot (conversion rate, compliance rate, validation SLAs, inventory accuracy, warranty claims accuracy, Prospecting App) to the Head of Commercial.
Key Performance Indicators (KPIs)
Conversion rate (Target: 50%)
Compliance rate for County Business Permits and statutory licenses (Target: 100%)
Welcome/installation call SLA within 24h (Target: 100%)
Field service call SLA within 24h post-maintenance (Target: 100%)
Education: Bachelor’s degree or Diploma in Business Administration, Supply Chain Management, Customer Relationship Management, Finance, or a related field.
Experience: 2 to 4 years of proven operational, administrative, or retail management experience—preferably in off-grid solar, PAYGO energy, microfinance, or telecommunications in Kenya.
Regulatory Knowledge: Sound understanding of Kenyan County Government licensing procedures, single business permits, and compliance requirements.
Systems Proficiency: Hands-on experience with inventory management software, CRM/PAYGO platforms, and Microsoft Excel.
Key Competencies
Excellent verbal and written communication skills in English and Kiswahili.
High attention to detail and strong organizational skills.
Integrity and firm ethical standards in stock and financial record management.
Proactive problem-solver with customer-first orientation.
