Job description
We are looking for a Care Centre and Refurbishment Manager to join our PLAK (Phone Assembly) team in Kenya as we scale up and drive digital and financial inclusion across our markets.
As a Care Centre and Refurbishment Manager, you will become the guardian of second chances, leading the mission to restore returned devices to their full potential while ensuring every customer receives products that exceed their expectations. Working at the intersection of technical excellence and customer care, you’ll transform challenges into opportunities, lead skilled repair teams, and ensure that every device that leaves your care center represents M-KOPA’s commitment to quality and sustainability.
At M-KOPA, refurbishment isn’t just about fixing devices—it’s about extending opportunities for financial inclusion. In this role, you will transcend traditional repair management to become a strategic architect of product lifecycle excellence. You will design and implement repair processes that don’t just restore functionality but enhance customer trust, working closely with cross-functional teams to ensure our refurbishment operations support sustainable growth while maintaining the highest quality standards.
We believe in excellence through continuous improvement and empowering teams to achieve extraordinary results. You will develop sophisticated repair protocols, monitor quality with precision, and create environments where every team member can grow while delivering exceptional outcomes. Your technical leadership expertise will be crucial in identifying process improvements and ensuring the consistent delivery of restored devices that feel brand new.
You’ll oversee care center operations and refurbishment processes, leading a team that handles reworks and repairs of devices earmarked for refurbishment. You’ll coordinate repair and rework processes for customer-returned phones, ensuring timely and effective resolution while maintaining high customer satisfaction and operational excellence.
Your role involves monitoring the quality of repairs and reworks, ensuring all returned products meet stringent quality standards before being sent back to customers. You’ll conduct thorough inspections using established quality control procedures, collaborate with repair technicians to address concerns, and provide feedback to improve processes and reduce defects.
You’ll work closely with Process Engineers to identify and address systemic issues that may lead to product returns, collaborate with Retail and Customer Care teams to ensure customer satisfaction, and compile data on repair activities, including common faults and turnaround time, to suggest process improvements.
This is an on-site role in Kenya reporting to the Head of Manufacturing.
Success in this role comes from a unique blend of technical mastery and inspirational leadership. We need someone who has walked the path of electronics repair excellence and understands that true operational success lies in building teams that consistently deliver quality while continuously improving processes. Your experience should tell a story of leading technical teams that didn’t just fix problems but prevented them from happening again.
We are seeking someone whose career demonstrates a deep understanding of how repair operations can enhance customer experience. Perhaps you have 4+ years of experience in electronics repair with at least 2 years in a supervisory role, preferably in mobile phone repair or related industries, where you’ve developed processes that transformed repair quality and efficiency.
Your Bachelor’s degree in engineering, electronics, or a related field should be complemented by a proven understanding of mobile phone repair processes, diagnostic tools, and quality control methods. Your ability to lead and motivate teams while managing workflow should be second nature, as should your talent for problem-solving and identifying root causes to reduce customer returns.
The ideal candidate will have excellent communication skills for coordinating with stakeholders and training staff, along with the ability to work hands-on and perform complex repairs alongside the team. You should be comfortable working in a dynamic environment with a focus on continuous improvement and customer satisfaction.
Most importantly, we need someone who embodies our values of quality, sustainability, and customer excellence – someone who doesn’t just want a job but wants to be part of a mission that’s making life-enhancing products accessible across an entire continent through innovative solutions and exceptional care.
If this sounds like the challenge you’ve been waiting for, where your expertise in electronics repair and team leadership can truly make a difference in delivering quality products that change lives, we want to hear your story.