About the Role:

The Technical Support Specialist is responsible for troubleshooting, defect analysis, and refurbishment of returned or defective units. The role ensures accurate defect identification, repair and reporting while supporting inventory management and warranty KPI tracking to improve product reliability and customer satisfaction.

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Duties and responsibilities:

1. Troubleshooting & Defect Analysis

• Diagnose defective and returned TVs to identify root causes.
• Analyze units returned by customers to determine exact faults.
• Assess field units suspected of hacking or tampering.

2. Repair & Refurbishment

• Assist in the repair and refurbishment of TVs to restore them to working condition.
• Ensure adherence to company repair standards and quality requirements.

3. Inventory Management

• Maintain accurate and up-to-date inventory records of all diagnosed TVs.
• Support the Reverse Logistics Officer in managing incoming TV stock and returns.

4. Warranty KPI & Reporting

• Prepare and provide monthly SA KPI reports on TVs.
• Support data accuracy for warranty claims tracking and analysis.

5. General Duties

• Perform any other technical or administrative duties as assigned by management.

Qualifications and Requirements

• Diploma or degree in Electrical Engineering, Renewable Energy, or a related discipline.
• 5 years of experience in same field.
• Proven experience in Installation and troubleshooting.
• A member of the Engineering Institution of Zambia (EIZ)

• Diagnose defective and returned TVs to identify root causes.
• Analyze units returned by customers to determine exact faults.
• Assess field units suspected of hacking or tampering.
• Assist in the repair and refurbishment of TVs to restore them to working condition.
• Ensure adherence to company repair standards and quality requirements.
• Maintain accurate and up-to-date inventory records of all diagnosed TVs.
• Support the Reverse Logistics Officer in managing incoming TV stock and returns.
• Prepare and provide monthly SA KPI reports on TVs.
• Support data accuracy for warranty claims tracking and analysis.
• Perform any other technical or administrative duties as assigned by management.

• Troubleshooting
• Defect Analysis
• Repair
• Refurbishment
• Inventory Management
• Reporting
• Electrical Engineering principles
• Renewable Energy principles

• Diploma or degree in Electrical Engineering, Renewable Energy, or a related discipline.
• 5 years of experience in same field.
• Proven experience in Installation and troubleshooting.
• A member of the Engineering Institution of Zambia (EIZ)