Care Centre & Refurb Manager

M-KOPA Solar is seeking a Care Centre & Refurb Manager to oversee the repair, refurbishment, and rework operations for customer-returned devices. The role involves supervising team leads and technicians, managing partner relationships, and ensuring quality and throughput targets are met. The manager will also analyze repair data to drive process improvements and maintain data integrity in the CRM system.

• Supervising, mentoring, and guiding Care Centre and Refurb Team Leads and repair technicians
• Ensuring teams have the resources, tools, and support needed to perform their duties efficiently and effectively
• Conducting training sessions to improve technical skills and keep teams updated on new repair techniques, tools, and best practices
• Building a high-performance culture where quality standards are non-negotiable and continuous improvement is the default
• Ensuring sustained production of second-life devices at refurb, proactively managing capacity, staffing, and workflow
• Ensuring there is no backlog of devices pending refurbishment through disciplined throughput management
• Monitoring production metrics and implementing corrective actions when throughput targets are at risk
• Acting as the primary point of contact for other brands bringing devices to the Care Centre for repair or refurbishment e.g., Samsung
• Coordinating service levels, turnaround times, and day-to-day relationship management with external partners
• Ensuring partner expectations are consistently met and relationships are proactively managed
• Serving as custodian of the care partner CRM system, ensuring the team captures data correctly and consistently
• Ensuring analysis is completed on time to support accurate and timely reporting
• Maintaining data integrity standards that enable reliable operational insights
• Coordinating repair and rework processes for customer-returned phones, ensuring timely and effective resolution of all returns
• Monitoring the quality of repairs and reworks, ensuring all returned products meet stringent quality standards before being sent back to customers
• Implementing quality control checkpoints that catch issues before they reach customers
• Working closely with the Process Engineer to identify and address systemic issues that may lead to customer returns
• Implementing corrective actions and providing feedback to the assembly line team to prevent future issues
• Translating repair trend data into actionable insights that improve product quality upstream
• Compiling and analyzing data related to repair, rework, and refurb activities including common faults, turnaround times, backlog levels, and resource usage
• Reporting findings to the Head of Manufacturing and suggesting process improvements
• Providing insights and feedback to the customer service team based on repair trends and issues encountered
• Ensuring all repair and refurb activities adhere to company safety protocols and regulatory standards
• Maintaining a safe, compliant working environment for all Care Centre and Refurb team members

• Bachelor's degree in Engineering, Electronics, or a related field equivalent experience may be considered
• 5+ years of experience in electronics repair or refurbishment operations
• At least 3 years in a supervisory or managerial role, preferably in mobile phone repair, refurbishment, or a related industry
• Hands-on experience performing repairs alongside the team, especially on complex customer-returned cases
• Strong understanding of mobile phone repair processes, diagnostic tools, and quality control methods specifically in the context of customer returns
• Proficiency with CRM systems, with a track record of ensuring accurate data capture and producing timely analysis and reporting
• Familiarity with refurbishment production workflows and throughput management
• Proven ability to lead and motivate a team, manage workflow, and resolve conflicts
• Experience developing repair technicians and Team Leads through structured training and coaching
• Track record of managing teams in high-volume, quality-critical environments
• Strong problem-solving abilities with a focus on identifying root causes and implementing effective solutions to reduce customer returns
• Ability to analyze repair trend data and translate findings into process improvement recommendations
• Data-driven approach to backlog management and production optimization
• Experience managing external partner or OEM/brand relationships, including agreeing service levels and coordinating cross-organizational workflows
• Strong verbal and written communication skills for coordinating with stakeholders, reporting to management, and training staff
• Ability to manage multiple partner relationships simultaneously without compromising service standards