Installer & Service Technician- Sierra Leone
Sun King
Sierra Leone
Posted on Jan 30, 2025
Job Location: Sierra Leone
About the role:
Sun King is looking for an installer and service technician to handle solar inverter installations, maintenance, and 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. Address 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 regarding after-sales and service queries. This role will work closely with all internal stakeholders and key customer-side stakeholders to address service queries, foster strong relationships with both internal and external customers, and deliver best-in-class customer satisfaction.
You will have the opportunity to work cross-functionally to find solutions for our customers, including product replacement requests, warranty claims, troubleshooting, logistics, and service training. If you are an excellent communicator obsessed with customer satisfaction, this role is for you!
About the role:
Sun King is looking for an installer and service technician to handle solar inverter installations, maintenance, and 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. Address 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 regarding after-sales and service queries. This role will work closely with all internal stakeholders and key customer-side stakeholders to address service queries, foster strong relationships with both internal and external customers, and deliver best-in-class customer satisfaction.
You will have the opportunity to work cross-functionally to find solutions for our customers, including product replacement requests, warranty claims, troubleshooting, logistics, and service training. If you are an excellent communicator obsessed with customer satisfaction, this role is for you!
- Department
- Operations
- Employment Type
- Fixed Term Contract
- Location
- Sierra Leone
- Workplace type
- Onsite
What you will 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 plan maintenance for the Inverter and associated accessories.
- Quality Assurance: Diagnose faults, maintain and repair all 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: Provide training for partners/ customers about product usage, troubleshooting, and replacement processes when requested. Develop a thorough knowledge of the products and services the company you work for offers.
- 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 many 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.
- Any other business as assigned by your supervisor.
You might be a strong candidate if you have/are
- Top marks at a top 5 Regional or globally recognised university with a Diploma, ITI, or other relevant disciplines.
- An advanced degree is welcome
- 3 + experience in after-sales service care for electronic consumer goods/solar inverter systems and mobile industry.
- Excellent verbal and written communication skills with the ability to distill information and tailor messaging to diverse audiences to achieve desired outcomes.
- Passionate about customer service and resolving issues
- The ability to maintain calm under pressure
- Efficiency and organisational skills
- Critical Thinker: Powerful ability to structure problems and drive towards solutions even in ambiguous situations
- Entrepreneurial Spirit with qualities of being able to work self- sufficiently and figure things out with innovative thinking, problem-solving skills, and presence of mind.
- Demonstrates humility
- Motivated by the social mission to provide energy to consumers and employment to rural communities, the team member should be ethical.
What Sun King offers
- Professional growth in a dynamic, rapidly expanding, high-social-impact industry
- An open-minded, collaborative culture made up of enthusiastic colleagues who are driven by the challenge of innovation towards profound impact on people and the planet.
- A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.
- Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun Center for Leadership.
We place great importance on sustaining a diverse, inclusive work environment.
We believe that innovation and understanding comes from diversity on every spectrum. We work to make sure every Sun King team member knows that they belong, knowing that sustaining an inclusive workplace requires conscious effort and is a continuous journey, not an end-state.
Sun King recruits, employs, trains, compensates and promotes people based on their experience, skills, effort, and results. We explicitly prohibit discrimination on the basis of race, religion, caste, national origin, color, gender, marital status, family structure, sexual orientation, HIV/AIDS status, or disability.
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.
