Background

Ampersand is Africas first and leading integrated electric motorcycle and transport energy solution. We offer East Africa's five million taxi motorcyclists a commercial electric motorcycle that is cheaper from day one, provides better overall user experience and requires minimal customer behaviour change. Using technology adapted for the local market ...

Responsibilities

Product Repairs and Diagnosis: Troubleshoot and repair mechanical and electrical issues on-site and at HQ, ensuring vehicles are restored to optimal performance.

Process Compliance: Support the Aftercare Supervisor in implementing and adhering to Standard Operating Procedures (SOPs) on-site.

Customer Support (Technical Input): Provide timely and accurate technical feedback on customer complaints related to workmanship or product safety; ensure all issues are resolved within agreed KPIs.

Process Improvement: Participate in service trials and quality improvement initiatives; share ideas and insights to enhance product reliability and operational efficiency.

Team Collaboration: Work closely with technicians, coordinators, and customer teams to ensure smooth communication and efficient service delivery during vehicle rescues and repairs.

Administrative Support: Prepare and submit periodic job cards, service reports, and other documentation accurately and on time.

Workshop Management: Maintain a clean, safe, and organized work environment, including proper care and management of tools and equipment.

Quality Assurance: Deliver exceptional customer service in E-Moto repair; take full accountability for the speed, accuracy, and quality of work performed.

Customer Prioritization: Ensure customers' vehicles are repaired promptly to keep them operational and supporting their livelihoods.

Root Cause Diagnosis: Identify and manage underlying issues affecting vehicle performance, providing long-term solutions rather than temporary fixes.

Team Approach: Collaborate with the Aftercare Team Lead to provide clear, honest, and professional updates to customers regarding repair status.

Operational Support: Support vehicle assembly at HQ and assist in the fabrication or modification of tools, vehicle parts, or equipment as needed.

Qualifications

Diploma in Mechanical Engineering, Automotive Engineering, or a related technical field.

Experience

Minimum of two (2) years of experience in vehicle maintenance, assembly, or quality inspection in automotive sectors.

Minimum two (2) years experience riding motorcycles and valid Class A license

Sound technical knowledge of motorcycles, EV systems, and repair processes is an added advantage.

Experience resolving escalated customer or technical issues with professionalism and empathy.

Strong communication (verbal and written skills) and interpersonal skills to engage effectively with customers and technical teams.

Organized with demonstrated ability to work within a team and solve problems

Self-driven and proactive, with a positive attitude and commitment to customer satisfaction.

• Troubleshoot and repair mechanical and electrical issues on-site and at HQ, ensuring vehicles are restored to optimal performance.
• Support the Aftercare Supervisor in implementing and adhering to Standard Operating Procedures (SOPs) on-site.
• Provide timely and accurate technical feedback on customer complaints related to workmanship or product safety; ensure all issues are resolved within agreed KPIs.
• Participate in service trials and quality improvement initiatives; share ideas and insights to enhance product reliability and operational efficiency.
• Work closely with technicians, coordinators, and customer teams to ensure smooth communication and efficient service delivery during vehicle rescues and repairs.
• Prepare and submit periodic job cards, service reports, and other documentation accurately and on time.
• Maintain a clean, safe, and organized work environment, including proper care and management of tools and equipment.
• Deliver exceptional customer service in E-Moto repair; take full accountability for the speed, accuracy, and quality of work performed.
• Ensure customers' vehicles are repaired promptly to keep them operational and supporting their livelihoods.
• Identify and manage underlying issues affecting vehicle performance, providing long-term solutions rather than temporary fixes.
• Collaborate with the Aftercare Team Lead to provide clear, honest, and professional updates to customers regarding repair status.
• Support vehicle assembly at HQ and assist in the fabrication or modification of tools, vehicle parts, or equipment as needed.

• Mechanical and electrical expertise
• Motorcycle riding safety
• Troubleshooting and repair of mechanical and electrical issues
• Adherence to Standard Operating Procedures (SOPs)
• Technical feedback on customer complaints
• Quality improvement initiatives
• Team collaboration and communication
• Accurate documentation and reporting
• Workshop management and organization
• Customer service
• Root cause diagnosis
• Professional updates to customers
• Vehicle assembly
• Fabrication or modification of tools and parts
• Strong communication (verbal and written)
• Interpersonal skills
• Problem-solving
• Proactiveness
• Commitment to customer satisfaction

• Diploma in Mechanical Engineering, Automotive Engineering, or a related technical field.
• Minimum of two (2) years of experience in vehicle maintenance, assembly, or quality inspection in automotive sectors.
• Minimum two (2) years experience riding motorcycles and valid Class A license
• Sound technical knowledge of motorcycles, EV systems, and repair processes is an added advantage.
• Experience resolving escalated customer or technical issues with professionalism and empathy.