Website AGSOL
Agsol is an award winning social business incorporated in 2016 by long-term collaborators and friends, Matt Carr and Greg Denn. Combined, they have spent more than 40 years working in the agricultural and renewable energy sectors across three continents. Agsol is committed to providing agricultur… read moreal and energy access solutions to off-grid farming communities across the world. As a social enterprise Agsol keeps its drive for social impact at the core of what it does and commits to reinvest the majority of any profits into furthering its social mission. Agsol manufactures leading edge solar powered agro-processing machines, purpose built for poor, off-grid farming communities in developing countries. Our life-changing machines convert staple foods into edible and higher value products, and provide a scalable solar power platform that offers essential energy services.
KEY RESPONSIBILITIES
Customer Technical Support
Serve as a technical contact person for B2C customers, share the technical support phone number, and respond to phone calls as needed
Provide remote technical support, resolving the most common issues via phone
If and when matters cannot be resolved remotely, manage reverse logistics to Nairobi HQ for in-person diagnosis
Perform diagnosis on failed products, classify field tickets depending on warranty status based on evidence, and document inspection findings
If necessary, escalate field tickets to the field engineer, or the relevant specialist; mechanical engineer, electrical design engineer, engineering operations manager, or the CTO
Perform robust repairs as needed, arrange customer payment with Finance/Ops if necessary
Quality control repaired machines by performing milling tests or equivalent before dispatch
Document field tickets in the field ticketing system including their current status, the reported symptoms, the diagnosed root cause, and the performed repairs
Participate in weekly field ticketing meetings to review ticket status, progress, and blockers
Perform solar installations in rural Kenya as needed
Work with the sales team and the customer to understand installation specifics; product configuration, installation location, roof type, orientation, cabling needs
Perform remote site survey via video calls if needed to ensure the needs are well understood
Travel to the location using local transportation, own boda boda, or by driving as needed
Perform installation to the highest quality standards, train the customer, sign the handover documentation, receive sign-off from line manager
Keep installation equipment in good condition, if and when replacements are necessary, request them from line manager
Assign EPRA T2 license to the company
Act as an interface with the rest of the engineering team, sales, and external partners
If new technical issues are confirmed during the technical support work, inform the rest of the engineering team, explain the symptoms, help reproduce it, and add it to the Bug tracker
Support the sales process by representing the company and answering the potential customer’s technical questions
Support engagement with donors, funders, and partners during technical field visits and demonstrations
QUALIFICATIONS & EXPERIENCE
Must-have:
A Diploma or Bachelor’s degree in Electrical Engineering, Mechanical Engineering, or a related field
An EPRA T2 license
At least 1 year of experience working with solar installations, and/or agroprocessing machinery
A valid driver’s license and min. 2 years of driving experience
Practical skill list: multimeter use, basic PV diagnostics, wiring best practices, basic mechanical troubleshooting,
Extreme attention to detail and dedication to the highest levels of quality
Ability to learn manuals in detail and perform them to the dot
Excellent spoken and written English and Kiswahili
Apply Through:
form.jotform.com
To apply for this job please visit form.jotform.com.