Regional Aftersales Technician
About the Role
The Regional Aftersales Technician will be responsible for providing high-quality service support by preserving the condition and functionality of d.light products. The role focuses on troubleshooting technical issues, monitoring service escalations, maintaining repair standards, and reporting product quality fault trends.
This position is essential in ensuring customer satisfaction through timely repairs, professional support, and efficient service center operations.
Key Responsibilities
1. Repair, Maintenance & Troubleshooting
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Perform L3 replacement, repair, and maintenance of customer products.
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Troubleshoot and repair all incoming d.light products received at the Zonal Service Center (ZSC).
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Handle walk-in customer repairs and escalations from Authorized Service Centers within the zone.
2. Service Center Operations & Housekeeping
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Ensure the Zonal Service Center repair room is well-maintained, properly equipped, and meets housekeeping standards.
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Maintain the availability and functionality of required tools and equipment.
3. Spare Parts & Warranty Stock Management
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Monitor spare parts and warranty stock levels at the ZSC.
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Ensure proper utilization of spare parts and submit monthly requisitions for replenishment.
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Ensure all SWAP or replaced units are returned appropriately.
4. Escalation Follow-Up & Coordination
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Provide timely feedback and follow-up on escalations from other departments through email, WhatsApp, and phone calls.
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Coordinate and assign tasks to field technicians, ensuring adherence to service SLAs.
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Support knowledge sharing and technical guidance for Field Technicians and Service Centers.
5. Reporting & Fault Trend Analysis
Prepare and submit accurate service KPI reports on a daily, weekly, and monthly basis, including:
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Weekly repair activity reports for ZSC and ASCs
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Weekly stock balance and warranty utilization reports
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Weekly pending units tracking
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Top fault trends and Root Cause Analysis (RCA) across all SKUs
6. Technical Training & Continuous Improvement
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Coordinate technical training sessions for recurring product faults.
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Support continuous improvement initiatives to enhance service delivery and customer satisfaction.
Qualifications & Requirements
Education
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Diploma or Bachelor’s degree in Electrical and/or Electronic Engineering
Experience
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3–5 years of experience in Aftersales Operations
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Proven experience as an electrical technician
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Experience in solar installation is an added advantage
Technical Skills
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Strong knowledge of general maintenance processes and repair methods
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Working knowledge of tools, appliances, and devices
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Manual dexterity and strong troubleshooting ability
Core Competencies
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Ability to multitask, prioritize, and meet deadlines
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Strong mindset for continuous improvement
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Professional discretion and confidentiality
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Passion for social enterprise, sustainability, and community impact
Performance Metrics (KPIs)
Walk-in Customer Turnaround Time (C-TAT): 24 Hours
Repair Turnaround Time: Less than 48 Hours
Long-term Pending Units: Below 30%
Parts Return Rate: 100% Monthly
Repeat Repair Ratio: Less than 2%
Service Customer Effort Score: Minimum 4/5
Spare Parts Availability Ratio
Accurate system utilization and timely reporting
Professional customer support both face-to-face and over the phone
How to Apply
Qualified candidates should submit their applications by 25 February 2026 to:
Human Resource Manager
Tanzania Empowerment Forum Limited (TEF Consult)
Email: info@tef.co.tz
P.O. Box 33542, Dar es Salaam, Tanzania
Or
Online Application: