Global Head of Service & Certification
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Key skills for this role
About the Role
African Queen Marketing Management seeks a Global Head of Service & Certification to build and lead the entire mobile device brand service function globally. This role requires 5+ years in after-sales service of electronics, experience building service networks through partners, and real field experience in Africa.
Key Skills for This Role
Responsibilities
- Design and build a network of service points in East and South Africa
- Sign and manage service contracts for paid repairs with nationwide coverage partners
- Implement same day replacement for factory defects at brand shop in shop points
- Implement free screen replacement once every 12 months at all points
- Manage reserve stock of replacement devices and Upgrade+ program
- Write and enforce diagnostic standards for warranty decisions
- Ensure factory and country certification for all markets
- Own the IT service platform and adapt it for low computer literacy
- Build training and certification system for technicians
Requirements
- 5+ years in service / after sales of electronics or home appliances
- Experience building a service or distribution network through partners (not through direct hiring at each point)
- Real field experience in Africa (East and/or Southern)
- Understanding of how a smartphone works technically (hardware and software) and how it breaks in real conditions
- Experience with certification: factory and/or country (KEBS, TBS, SABS, or equivalent)
- Experience managing warranty budgets and device logistics
- English required
- Swahili, Portuguese, Afrikaans — strong plus
- Willingness to travel frequently and for extended periods, based in Dubai
Full Job Posting
About the Role
- Global Head of Service & Certification
- Reports to CEO. Straight line, no intermediate layer.
- Location: Dubai, UAE.
- Travel: Frequent and extended – to East and South Africa.
- Team: Now one person in HQ; second added as network grows.
- First region: Eastern and Southern Africa (Kenya, Tanzania, Uganda, South Africa).
Why does this role exist?
- To build from scratch and lead the entire mobile device brand service function – globally.
- This is the role of a builder, not an administrator: there is no service network, no standard, no platform, no contracts. This role creates all of it.
- The role focuses on Post Purchase Customer Experience, not phone repair.
- Brand Philosophy: 'Excellent service is a part of the product.'
What the role must deliver
- Network of service points: design coverage by country, launch points, describe standards.
- Service contracts for paid repairs: find and sign contracts with service partners with nationwide coverage.
- Same day replacement for factory defect at brand shop in shop + franchise partners.
- Free screen replacement once every 12 months at all points.
- Replace and Upgrade+ at the point: manage reserve stock, set up Upgrade+ flow.
- Diagnostic Standard and Honest Warranty: write one standard for all points, control decision quality.
- Certification – Factory and Country: ensure devices pass factory inspections and obtain country approvals.
- IT Service Platform: own the platform, adapt for low computer literacy, set up reporting.
- Training and Certification of Staff: build training system, ensure at least one trained person at every point.
KPIs
- Walk in, walk out replaced – share of warranty replacements completed on the spot.
- 15 minutes Upgrade+ time at the point.
- Honest warranty – share of fair warranty decisions.
- Coverage: share of the country within reach of a service point.
- Availability of replacement stock and latest model at points.
- Warranty budget and cost per replacement.
- Certification – All markets have valid country approvals; no launches blocked by certification.
Goals for the first 6 12 months
- Launch service network in starter countries and reach target coverage.
- Sign contracts with service partners for paid repair with national coverage.
- Write and roll out single diagnostic and work standard, translated into regional languages.
- Set up replacement device pool and reverse logistics through regional hubs.
- Secure country certification for all starter markets.
- Participate in selection of first 5 10 people.
- Create list of required equipment for points.
- Train and certify staff at least one person at each point.
- Launch Upgrade+ at points: latest model stock, flow for 15 minutes.
Who we are looking for
- 5+ years in service / after sales of electronics or home appliances.
- Experience building service or distribution network through partners.
- Real field experience in Africa (East and/or Southern).
- Understanding of how a smartphone works technically and how it breaks in real conditions.
- Experience with certification: factory and/or country (KEBS, TBS, SABS, or equivalent).
- Experience managing warranty budgets and device logistics.
- English required. Swahili, Portuguese, Afrikaans — strong plus.
- Willingness to travel frequently and for extended periods, based in Dubai.
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