The role & Opportunities
Sun King is looking for a Senior Solar Installation and Maintenance Technician to support 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. Respond 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 Company and key stakeholders on the customer side for service queries and builds smooth relations with internal & external customers to obtain their loyalty to achieve 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 with an obsession with customer satisfaction, this role is for you!

· Installation & Service: Attend Installations request, and service queries, identify faults, and resolve the issue with minimum downtime. Build and manage the installer & technician network. Develop a schedule, and carry out planned maintenance for the Inverter.

Quality Assurance:

· Ensure standard and timely installation of solar inverter products in compliance with company and national standards.

· Perform regular system and process audits to identify improvement opportunities.

· Monthly installation audits and installer reviews.

· Lead the diagnosis and resolution of complex technical inverter issues.

· Ensure compliance with safety standards and regulatory requirements during all service activities.

· Provide expert guidance to service teams and customers on the installation, maintenance, and troubleshooting of solar inverters.

· Collaborate with relevant stakeholders to address recurring technical issues and provide feedback for improvements.

Customer Service:

· Ensure excellent aftersales services for all inverter customers.

· Manage and resolve escalated customer complaints.

· Ensure all customer inquiries are responded to and resolved effectively.

· Provide expert customer support, addressing inquiries and resolving issues related to inverter systems internally, virtually, and on-site.

· Ensure timely closure of all warranty claims and replacement requests.

· Ensure timely diagnostics and repairs on all customer returns while maintaining a report on all practical issues and actions.

· Ensure seamless warranty claims and replacement processes.

Record Keeping, Data Analysis and Reporting:

· Maintain accurate date records on all practical issues and actions.

· Perform data analysis to identify trends, improve processes, and enhance customer experiences.

· Provide periodic reports to management on the inverter activities.

· Maintain detailed service records and generate technical reports

Drive Operational Efficiency:

· Develop and implement service protocols, including preventive maintenance strategies.

· Develop, implement, and maintain (SOPs) for inverter processes.

· Collaborate with relevant stakeholders to address recurring challenges and drive continuous improvement initiatives.

· Stay updated on emerging technologies and industry advancements to enhance service delivery.

Training:

· Management of the Sun King Installer Academy

· Collaborate with cross-functional teams to promote product education.

· Provide mentorship and training to junior service engineers and technical staff.

· Build training materials on installation, troubleshooting, maintenance, and repairs

· Conduct advanced technical training for inverter installers, partners, and internal teams

Systems and process design:

· Coordinate with technology teams to ensure company systems meet customer service needs, including applications. Develop new processes to transform current service operations more efficiently.

● 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.

● Any other business as assigned by your supervisor.

Sun King offers competitive compensation, annual performance reviews, weekly professional development chats, a fun, supportive work environment, free lunch, medical insurance, a workplace accident scheme, and opportunities for continued professional career growth within a fast-growing global enterprise.

Sun King believes in equal opportunity for all people: We do not discriminate based on race, color, religion, sex, marital status, sexual orientation, national origin, HIV/AIDS status, or disability