Micheal Rwakaigamba

• Design and develop Printed Circuit Boards
• Prepare documents for PCB assembly, schematics and fabrications using CAD software
• Design layouts to develop high-speed and reliable circuits
• Work on the routing layout
• Participate in circuit design and component selection as per the PCB or design requirements
• Lead the pressure cooker Performance and Efficiency tests and create test reports
• Analyze and resolve any design related issue
• Perform the System integration and validation tests for all the new product designs.

• Diagnosed hardware failures using appropriate tools such as multimeters or logic analyzers.
• Provided remote assistance to end-users when needed.
• Investigated, documented, and resolved technical issues with products and tools across Engie markets and teams
• Worked closely with the product managers, manufacturers, and engineers to support the development and production of quality products as well as improving in-market products
• Iterated and implemented response and prevention plans for common support requests
• Escalated high-impact or novel concerns to appropriate teams
• Generate and share reports to track and improve support team performance
• Advise product development.

Achievements

Troubleshooting Success:

• Resolved complex technical issues related to solar power systems, ensuring minimal downtime for customers.
• Achieved a high rate of first-call resolution by providing effective troubleshooting and support to clients.

Customer Satisfaction:

• Maintained a high level of customer satisfaction through effective communication and timely resolution of technical inquiries.
• Received positive feedback or testimonials from clients expressing satisfaction with technical support services.

Training and Documentation:

• Developed comprehensive technical documentation and guides for solar products, contributing to improved internal knowledge and customer self-help resources.
• Conducted training sessions for internal teams or customers, enhancing their understanding of solar system troubleshooting and maintenance.
  

System Optimization:

• Implemented system optimizations or updates that improved the overall performance and efficiency of solar installations.
• Collaborated with engineering teams to identify and address recurring technical issues in solar products.
  

Response Time Improvement:

• Reduced response and resolution times for technical support tickets, contributing to enhanced customer service and reduced system downtime.
• Implemented proactive measures to identify and address potential issues before they impacted customers.
  
  

• Benchmark and carry out safety and performance laboratory tests
• Support the Design and Development of lab testing equipment
• Perform PCBA preparation and diagnostic test for the production team
• Provide firmware programming support
• Perform gas parts testing and carry out comprehensive safety testing of the Fumba unit
• Handle the machine works and design of mechanical parts
• Advise product development.

Achievement

• Supported the development of the Paygo Gas unit from scratch.
• Was integral in setting up Electronic and Machine lab.
• Supported the development 3 product versions and MVP in 20 months with OEM rights.
• Lead the development of Gas Parts testing equipment which ensured 100% QC on all gas parts to avoid leakages
• Developed a control system for the testing rig to conduct physical validation tests on custom valve samples.
• Lead the empirical, cookstove performance and efficiency tests to determine the procurement of quality cookstoves.
• Supported the development of low cost metered flow valve for LPG.

Roles

• Lead failure categorization of incoming faulty product for refurbishment, product diagnostics, testing and repair.
• Lead tamper assessment and report back to the PH team with accurate information.
• Coordinate, train and guide Technicians and Technical Specialists on the entire refurbishment process and tools used at the Tech Center.
• Make accurate records, product quality reports on daily inventory for refurbished Ready Pay solar products and entering accurate information in Fenix DB.
• Support in field visits and ready pay home installations.

Achievements

• We provided support to over 50 service centers located in different regions of Uganda.
• Created a sustainable refurbishment process and achieved a 90% success rate on the field returns.
• Supported the development of Lithium-Ion Battery product by providing required data and performing product testing as required by engineers.
• Initiated and supported the development of a solar energy simulation machine for testing the solar panel's performance using High Halogen bulbs.
• Created field support documents and conducted training to over 200 customer service representative who supported 1,000+ customers in both rural and urban areas.

• Responsible for repairing minor faults in the solar power system circuit board
• Accessing the cause of faults in the power system and recommending possible repairs
• Refurbishing and replacing of the power system battery in relation to its performance.

• Conducting regular surveys of the informal entertainment/media industry
• Assisting in testing video messages on samples of the target audience
• Collecting and organizing data.