Installer & Service technicians - Malawi
Sun King
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Posted on Jan 28, 2025
Location: Malawi
The Team you will join:
The Sun King Operations team makes sure Sun King products are produced, shipped, imported, and distributed to consumers around the world and ensures that warranty products are promptly attended to, and end of life products are disposed of. The Operations team is comprised of innovative, solutions oriented people that work closely with Sun King’s global and regional Research and Procurement, Sales, Finance, and Marketing teams to make sure hundreds of thousands of Sun King products reach last-mile consumers each month.
Sun King is looking for an Installer and Service Technician to help in the Solar Inverter installations, maintenance, repairs, and improve product performance and services. Build installations to set levels effectively in compliance with best practices, ensuring installation efficiency can be met within a safe, well-presented facility. Attend to technical issues affecting product performance, and maintain electrical and mechanical services through planned preventive maintenance. This role will be a key point of contact for the Sales team, cross-functional departments, and customers for after-sales and service queries. This role will work with all the stakeholders within the Company and key stakeholders on the customer side for service queries and build smooth relations with internal & external customers and achieve best-in-class customer satisfaction.
The Team you will join:
The Sun King Operations team makes sure Sun King products are produced, shipped, imported, and distributed to consumers around the world and ensures that warranty products are promptly attended to, and end of life products are disposed of. The Operations team is comprised of innovative, solutions oriented people that work closely with Sun King’s global and regional Research and Procurement, Sales, Finance, and Marketing teams to make sure hundreds of thousands of Sun King products reach last-mile consumers each month.
Sun King is looking for an Installer and Service Technician to help in the Solar Inverter installations, maintenance, repairs, and improve product performance and services. Build installations to set levels effectively in compliance with best practices, ensuring installation efficiency can be met within a safe, well-presented facility. Attend to technical issues affecting product performance, and maintain electrical and mechanical services through planned preventive maintenance. This role will be a key point of contact for the Sales team, cross-functional departments, and customers for after-sales and service queries. This role will work with all the stakeholders within the Company and key stakeholders on the customer side for service queries and build smooth relations with internal & external customers and achieve best-in-class customer satisfaction.
- Department
- Operations
- Employment Type
- Fixed Term Contract
- Location
- Malawi
- Workplace type
- Onsite
- Reporting To
- Associate Manager - After Sales
What you would be expected to do:
- Installation & Service: Attend installation requests and service queries, identify faults, and resolve the issue with minimum downtime. Develop a schedule and carry out planned maintenance for the Inverter and associated accessories.
- Quality Assurance: Carry out a diagnosis of faults, maintenance, and repairs to all types of technical issues of the product in a safe, timely, and professional manner and return the product to operational service. Ensure all work is undertaken to a high-quality standard and adheres to all standard quality regulations.
- Training: Build training materials and hold training for partners/ customers about product troubleshooting, repairs, installation, and replacement processes when requested. Develop a thorough knowledge of the product and service the company your work for is offering.
- Customer Service: Deliver a comprehensive service to inquiring customers. Find solutions and close product replacements and other warranty claims within the designated timelines. Delegate certain customer inquiries to specific teams when needed.
- Dispute Management: Manage a large number of incoming calls and emails, keeping a record of customer interactions and details of actions taken. Report back on results addressing any issues/disputes from customers.
- Drive Operational Efficiency: Meet KPI goals, including service level timelines and customer net promoter scores.
- Documentation & MIS: Provide periodic reports to management on after-sales & service activities.
- Any other business as assigned by your supervisor.
You might be a strong candidate if you:
- Hold a Degree/Diploma in engineering or other relevant disciplines.
- Are certified by Malawi Energy Regulatory Authority
- Have 3 years plus experience in after-sales service for electronic consumer goods/solar inverter systems and mobile industry.
- Possess excellent verbal and written communication skills with the ability to distil information and comprehend how to communicate to different audiences to get results.
- Are passionate about customer service and resolving issues.
- Have the ability to maintain calm under pressure.
Benefits
- A platform for professional growth in a rapidly expanding, high-impact sector.
- Immerse in a collaborative culture, energized by employees of Sun King who are collectively motivated by fostering a transformative, sustainable venture.
- A genuinely global environment: Engage and learn alongside a diverse group from varied geographies and backgrounds.
- Tailored learning pathways through the Sun King Center for Leadership to elevate your leadership and managerial capabilities.
About Sun King
Sun King is the world’s leading off-grid solar energy company, combining cutting-edge product design, fintech, and field operations to deliver energy access for the 1.8 billion people who live without an affordable and reliable electric-grid connection. Sun King has connected more than 20 million homes to solar power across Africa and Asia, adding over 200,000 homes each month.
Sun King makes solar products affordable to low-income households and businesses via ‘pay-as-you-go’ purchase financing. Sun King installs solar after customers pay a small deposit. Customers then make small, manageable payments of as little as US $0.11 a day via mobile money or cash.
Instead of paying for expensive, polluting, and health-damaging kerosene for lighting or diesel for power, customers unlock savings through accessing solar power and after one to two years of payments, customers own their solar equipment outright. To date, our Sun King solar products have saved customers more than $4 billion cumulatively.
Sun King collects payments digitally through mobile money systems and its 28,000 field agents — over 650,000 payments each day. Embedded electronics inside each Sun King device regulate usage based on payments, similar to the operation of a pre-paid mobile or electricity meter.
Sun King collects payments digitally through mobile money systems and its 28,000 field agents — over 650,000 payments each day. Embedded electronics inside each Sun King device regulate usage based on payments, similar to the operation of a pre-paid mobile or electricity meter.
From cost-effective solar systems that provide home lighting and phone charging to robust solar inverters that can power high-energy appliances such as laptops, computers, refrigerators, and more, effectively acting as a full stand-in for grid power, Sun King’s products cater to a wide range of income segments and energy needs. Leveraging its proven distribution network and brand, Sun King is expanding its range of products and services to encompass clean cooking, electric mobility, entertainment, and more, aiming to address the needs of our underserved customers.
Sun King employs 2,800 full-time staff in 12 countries, with specialties spanning product design, data science, logistics, customer service, sales, software, operations, and more — all with a passion to serve off-grid families.
Sun King is committed to gender diversity in the workplace. Women represent 44% of Sun King’s workforce.
This job is no longer accepting applications
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