Hotpoint Appliances Ltd was established in 1984. Its first store was located in the Sarit Centre shopping mall in Nairobi. In late 1990s Hotpoint was awarded the Sole Distributorship Agency for LG Electronics. Later on, it went on to acquire agencies for other global brands including Ariston, Westpoint and Kenwood

Job Purpose

The purpose of the role is to meet departmental objectives by ensuring compliance of the set processes andprocedures.

Job Responsibility and Accountabilities

• Repair and service of HE and SDA goods in the Service Centre and on In-Home assignments.
• Handles all technical service related jobs and repairs at the Service Centre.
• Ensure compliance with RTAT activities, compliance to GRN procedures and follow-through.
• Follow laid down ISO repair procedures on every repair job.

Productivity and RTAT SDA

• 90% of all P&D and Carry-in, in-warranty SDA & amp; HE units within 4 hours
• All express service repairs within 45min
• All out warranty to be diagnosed and reports submitted to the technical supervisor within the same day of allocation.

Repeat Repair

• Achieve 0% of repeat repair due to workmanship.
• Educate customer on any misuse.

Workshop

• Maintenance
• Clean all units after repair and sections daily at the end of the day.

Diagnosis

• 100% accurate diagnosis to avoid multiple parts usage.

Tools Management

• 0% tools loss will be accepted

Productivity and RTAT HA

• 60% of all in-home, in-warranty HA units to be completed same day.
• All out warranty to be diagnosed and report to be submitted to the technical supervisor within the same day of allocation.

Repeat Repair

• Achieve 0% of repeat repair due to workmanship.
• Educate customer on any misuse.

Diagnosis

• 100% accurate diagnosis to avoid multiple parts usage.
• 0% request of same part due to poor workmanship.

Requirements

Qualification

• Minimum of Diploma in Electrical/Mechanical Engineering or equivalent.

Experience

• Working knowledge of electronics repair.

Key Skills:

• Ability to exhibit patience and tolerance.
• Ability to work with minimum supervision.
• Ability to multi-task, prioritize and pay attention to details.
• Provision of feedback to customer and ensure satisfaction levels.
• Right escalation of issues beyond ones scope.
• Improve on the ways of working and resolve customers concerns to improve on their satisfaction levels.
• Demonstrate ability to take prudent action with little oversight.
• Demonstrate openness in communication to others, able to communicate to customers in a language they can understand, listen well and incorporate their thoughts and ideas.
• Track record for building trust and reliability to deliver desired results.
• Ability to work in a team while keeping in mind the overall company objectives.
• Ability to deliver required results and support customers in a timely manner.