Service Operations Coordinator

ABOUT THE COMPANY

Mustek East Africa Ltd is a locally incorporated company, under the Kenyan Laws. It was started in response to great demand in the region for high quality, affordable personal computers.



Mustek East Africa Ltd is a 100% owned subsidiary of Mustek South Africa Ltd; a public South African company founded in 1987. The company is listed on both the Johannesburg and Taiwan Stock Exchange. Although a South African owned company, Mustek is proud to be locally incorporated in order to support the local community through local job creation and skills development through ongoing international training.

JOB SUMMARY

Job Title: Sales and Leasing Executive – Toshiba Multifunction Printers (MFPs)Location: Nairobi, KenyaExperience Level: Minimum 3 years in direct sales and leasingJob Overview: We are seeking a motivated and results-driven Sales and Leasing Executive to join our team. The successful candidate will play a pivotal role in driving sales and leasing solutions for Toshiba multifunction printers (MFPs), copiers, and related services. This position requires a strong background in direct sales and leasing, exceptional client relationship management skills, and the ability to deliver tailored solutions to meet customer needs.

RESPONSIBILITIES

1. Repair Management & EscalationReview and discuss overdue repair reports daily.Escalate unresolved cases to management within 24 hours after 72-hour technician allocation.Track delays caused by parts or client confirmations, ensuring clients receive updates.2. Client CommunicationNotify clients of item receipt within 24 hours using at least two communication methods.Provide regular updates on repair progress and notify clients of delays or changes.Communicate charges for out-of-warranty items and follow up on approvals.3. Quality ControlInspect repair items, verify accessories, and document with photos.Perform final checks before dispatch to ensure items are secure and complete.4. Warranty & LogisticsCoordinate warranty item transport via company vehicles or client arrangements.Ensure proper packaging to prevent damage during transportation.Claim warranty parts promptly and adhere to a 72-hour repair turnaround, updating clients on delays.5. Administration & ComplianceInvoice clients for out-of-warranty goods and follow up on overdue repairs.Maintain accurate repair records and prepare meeting minutes.Adhere to company policies and collaborate with teams for smooth operations.Key Performance Indicators (KPIs)72-hour warranty repair completion.Notify 100% of clients within 24 hours.Zero accessory discrepancies.95% of quotations sent within 24 hours.Qualifications3+ years in service coordination or repair operations.Strong organizational, communication, and multitasking skills.Proficiency in service management tools and Microsoft Office Suite.Proven integrity and accountability.

REQUIRED SKILLS

Office administration, management, Logistics planning and management, E-mail and internet, Answering telephones and call management, Route planning, Written communication, Spreadsheet preparation and editing (Microsoft Excel), Document and archive management, Email correspondence, Sales strategy

REQUIRED EDUCATION

Diploma, Associate's degree