About the role:
The role holder will be in charge of providing high-quality technical assistance and repairs to walk-in customers and partners at regional experiential centres. This role will also assist inventory quality control, enhance the technical capacity of sales and assist teams, and contribute to improved customer satisfaction and reduced warranty costs. The technician will play a critical role in maintaining operational efficiency, driving service revenue, and implementing continuous product and process improvements at the service center level.
What you would be expected to do:
Repairs & Technical assistance
Diagnose and repair Sun King products for walk-in customers at the service centre - EBD/Partnership.
Ensure timely, accurate and quality repair.
Conduct accurate troubleshooting and screening while documenting all diagnoses and repairs in internal trackers.
Adhere to established SOPs to ensure repair consistency and quality.
Customer Engagement & Education
Provide basic product education and preventive maintenance guidance to walk-in customers.
Offer troubleshooting assistance and usage tips to reduce future product misuse.
Drive customer satisfaction by ensuring a professional assistance experience.
Inventory & Spare Parts Management
Maintain 100% accuracy of service centre inventory, including tracking of all harvested, received and consumed spare parts.
Track and report monthly spare part consumption
Quality Assurance & Control
Conduct on-demand quality checks on shop stock and field returns.
Highlight trends and improvement opportunities based on recurring product faults and repair data.
Records & Data Management
Keep accurate, updated trackers for attendance, repair data, spare parts usage, and service claims.
Monthly service centre reporting and data evaluation.
Process Improvement
Work with internal teams to improve service center operations and workflows.
Recommend and implement process enhancements for operational efficiency.
Perform any other tasks as assigned by your supervisor (s).
Inverter customer assistance on need basis
Provide inverter customer assistance on a need basis.
Conduct warranty assistance visits to customer sites as required.
Diagnose and troubleshoot technical issues related to solar inverter systems.
You might be a strong candidate if you:
Hold a bachelor's degree or Diploma in Electrical Engineering, Renewable Energy, or a related field; EPRA licenses (T1/T2/T3) are an added advantage.
Possess a minimum 3 years of experience in after-sales service assistance, troubleshooting, and repair of electronic or solar products.
Demonstrate proven customer service and communication skills, with the ability to explain technical issues clearly.
Are proficient in technical diagnostic tools and software, with a strong problem-solving mindset.
Demonstrate high integrity, attention to detail, and accountability in handling repairs and spare parts.
Show willingness to travel for on-site service operations (up to 50%) and work both alone and as a team.