Director of Technical Support – East Africa
Territory: Kenya, Tanzania, Uganda, Rwanda, Angola, Ethiopia, Eritrea, Djibouti, Burundi, Sudan, Somalia (subject to change)
Position reports to:
Group Technical Manager AME
To provide technical support to Customers and Distributors on DFS equipment (Dispensers and Systems) in Eastern African countries. Develop technical competencies, establish maintenance standards and monitor performance accordingly, follow up on quality issues, and champion HSSE in the Region in order to contribute to DFS’s mission of delivering best-value solutions to the petroleum industry for building and operating service stations in a profitable, efficient, safe, and environmentally responsible manner.
Key Responsibilities and Accountabilities:
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Provide technical support to customers and Distributors on all DFS equipment installed within the territory
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Organize and conduct technical training sessions in different countries in line with Regional Sales Managers’ priorities and New Product Introductions
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Follow up on quality and maintenance issues reported by Distributors’ technical staff and/or Customers
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Assist local partners during installation and commissioning of new equipment
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Participate in Beta installations and follow-up as part of the New Product Introduction Program
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Maintain regular communication with Distributors’ Technical Managers; identify and share best practices in technical and maintenance areas across the region
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Promote and champion the HSSE culture in countries managed by Distributors by reinforcing DFS HSSE standards and procedures, investigating HSSE incidents, and conducting on-site Risk Identification (IRIS)
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Maintain regular communication with DFS Engineering, Production, and Quality teams (DBU and SBU) to ensure proper resolution of technical and quality issues encountered
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Consolidate and report monthly KPIs related to Technical, Maintenance, and HSSE performance
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Ensure that technical documentation is up to date and available to Distributors’ technical staff in the various countries
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Deploy Systems projects within the territory in direct coordination with Distributors and Project Managers
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Manage warranty parts requests from Distributors
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Provide technical support to the Sales team for tender preparation and spare parts recommendations
Territory: Kenya, Tanzania, Uganda, Rwanda, Angola, Ethiopia, Eritrea, Djibouti, Burundi, Sudan, Somalia (subject to change)
Profile:
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Degree in IT or Electronic Engineering (or equivalent), with interest in Mechanical Engineering
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Level 3 certification in Systems and strong technical background in Dispensers (hydraulics & electronics)
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Direct experience in maintenance of Systems and Dispensers
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Customer-oriented
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5–10 years of experience with a proactive and challenge-driven mindset
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Fluent in English (Portuguese and/or French is a plus)
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Open to cultural diversity
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Willing to travel at least 50% of the time
Additionally, the candidate must demonstrate the following qualities:
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Strong interpersonal openness and effective communication with both internal and external stakeholders
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Team builder with charisma
Expected Behaviors:
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Active listening skills
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Strong judgment and decision-making ability
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Analytical problem-solving skills
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Ability to synthesize information effectively
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Strong coordination skills
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Persuasive and influential mindset