Customer Support Officer – Electrical Division

Role Overview

This is the first dedicated support seat in a newly launched Electrical Division, and it sits at the centre of everything the unit sells and services — electrical materials, solar PV components, UPS backup systems and switchgear. Day to day, the officer turns incoming enquiries into priced quotations, follows those quotations through order entry, stock checks and delivery, and keeps service calls and maintenance contracts on schedule. Because the division is still being built out, the person in this role also has a genuine hand in designing the logs, templates and dispatch routines that will govern how the team works going forward.

Key Responsibilities

• Receive and qualify customer enquiries arriving by telephone, email, website form and walk-in visit, then direct each one to the right quotation, order or service path.
• Prepare quotations for electrical materials, solar PV components, UPS systems and switchgear within pre-approved margin bands, obtaining pricing and delivery timelines from local and international suppliers when an item falls outside the standard catalogue.
• Record quote outcomes to build a win/loss picture, and compile the documentation required for public and private tender submissions.
• Raise and progress sales orders in Microsoft Dynamics 365 Business Central through to invoicing and delivery, confirming stock availability with the stores team and initiating purchase requisitions for short items.
• Coordinate delivery windows, technician site access and material movement alongside field teams so installation dates are not missed.
• Log breakdown calls, pursue warranty claims and assign electrical technicians within agreed service level agreements, while maintaining the preventive maintenance calendar for active solar, UPS and generator contracts.
• Close out service jobs by collecting signed reports and arranging supplier credit notes or replacement parts where required.
• Keep customer records, installed-base asset registers and contract renewal dates current, and produce divisional reporting on enquiry volumes, lead conversion, service backlog and revenue against target.

Requirements & Qualifications

• Diploma in Electrical & Electronics Engineering, Business Administration, Supply Chain Management, Sales & Marketing, or a comparable field.
• At least two years in customer support, technical sales support or order management, with a preference for background in electrical, solar or building services supply.
• Demonstrable familiarity with electrical and solar components, or formal technical training combined with commercial sales experience.
• Practical, hands-on use of an ERP or CRM platform; prior experience with Microsoft Dynamics 365 Business Central is a strong advantage.
• Commercial judgement sufficient to read bills of quantity, work through supplier price lists and monitor sales conversion.
• A methodical approach to juggling open service tickets, recurring maintenance schedules and procurement lead times across multiple suppliers.
• Clear spoken and written communication for key account contact and coordination with vendors and internal teams.

What We Offer / Why Join

• Gross monthly remuneration of KSh 30,000 – KSh 50,000.
• Full-time, on-site position based in Ngara, Nairobi, reporting to the Head of the Electrical Division.
• The opportunity to establish the division's customer support function from the ground up and shape its enquiry, quotation and service dispatch processes.

Shortlisted applicants should send an updated CV together with a cover letter outlining relevant technical sales or support experience. Applications that highlight solar PV work, quotation preparation or ERP/Dynamics 365 exposure will stand out.