Vehicle Maintenance & Rescue Technician
Do you want to do work that matters? Do you want to help improve the lives of some of the most hardworking people in Africa, while also reducing carbon emissions? Do you want to use your skills to advance Africa towards a zero-carbon future, not just to make a living? Ampersand is your answer.
About Ampersand
Ampersand is Africa’s E-mobility pioneer. Ampersand provides electric motorcycles and charging infrastructure (battery swap stations), uniquely tailored to serve half of Africa’s road fleet: Commercial motorcycle taxi and delivery drivers. Moto taxis are a primary means of public transport in African cities, and it is estimated that these drivers spend >$6Bn p.a. on gasoline in East Africa alone. Ampersand has developed an electric solution that is more powerful, fun to drive, and cost-effective than the incumbent. Ampersand drivers routinely earn over 30% more income by going electric.
The company started in Kigali, Rwanda, and expanded into Nairobi, Kenya in 2022. Today it has around 6,000 e-motorcycles on the road and 60 battery swap stations across the two countries. Ampersand is leading the market in quality, affordable tech, customer traction, and operational systems. The Ampersand team consists of 400+ staff drawn from diverse backgrounds and is working hard to see all 5 million taxi motorbikes in East Africa become electric by 2030. Ampersand is rapidly scaling its operations and is looking for innovative professionals who are passionate about clean energy and environmental impact to lead and contribute to our rapid growth.
Ampersand values innovation, creativity, and continuous improvement. It seeks people who are proactive problem solvers to drive results. Ampersand promotes leadership within the organization and is a place where you can grow your career as you work with some of the brightest and most hard-working individuals in East Africa.
Our Values
- Customer-centric Everyday: We prioritize our customers daily, tailoring solutions to exceed expectations.
- Challenge The Status Quo Through Innovation: Our dedicated teams constantly challenge the status quo, driving innovation to enhance customer experiences and deliver solutions that go beyond expectations
- Love Solving Problems Together: Internal collaboration is our approach; we thrive on solving challenges alongside our customers.
- Stay Agile: We stay agile to swiftly meet dynamic customer needs and adapt to a changing landscape.
- Driven By People and Planet: Beyond business, we're committed to people and the planet, ensuring a positive impact.
About the Role
The Vehicle Maintenance & Rescue Technician plays a key role in delivering exceptional customer service in e-moto repair. The role is responsible for diagnosing, repairing, and maintaining motorcycles both at HQ and on the road through rescue requests. This role requires strong mechanical and electrical expertise, excellent communication skills, a proactive team approach, and the ability to ride motorcycles safely.
Key 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.
Minimum requirements:
- 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.
- 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.
Job location
This role will be based in Nairobi , Kenya Reporting to Aftercare Supervisor