Website Smollan Africa
Smollan Africa
About the job
Key Responsibilities and Deliverables:
Technician Supervision & Call Assignment
- Lead, monitor, and support field technicians to ensure timely resolution of service calls and
adherence to quality standards
- Allocate service calls based on technician availability and location, monitor progress to
ensure timely closure
- Adjust assignments dynamically to balance workload and priorities
Inventory Coordination
- Maintain accurate records of coolers and spare parts
- Coordinate with the store team for requisitions, dispatch, and receipt
- Track consumption and availability of essential inventory
Interdepartmental Coordination
- Liaise with the field team, store, operations manager, and cooler department head
- Ensure effective communication and alignment across departments
- Support timely escalation and resolution of service bottlenecks
KPI Achievement
- Track and report on cooler uptime and call resolution rates
- Drive performance to meet or exceed service quality standards
- Identify gaps and implement corrective actions
Turnaround Time (TAT) Management
- Monitor turnaround time for all service calls
- Ensure repairs are completed within agreed SLAs
- Highlight and resolve delays in the service workflow
Reporting
- Prepare and share daily and weekly reports
- Report on service status, inventory consumption, and KPI performance
- Provide actionable insights to support operational improvements
Minimum 1-3 years experience in field service operations, preferably in the refrigeration or FMCG industry
Management and leadership skills
Working knowledge of refrigeration and cooler systems
Proficiency in service management tools (e.g., CRM, or ticketing systems)
Ability to manage high-pressure situations and meet service deadlines
Occasional travel required to regional service locations or warehouses
Good communication and coordination skills
To apply for this job please visit smollaneastafrica.mcidirecthire.com.