Customer Service Technician- Solar Inverters
Sun King
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Kenya
Posted on Mar 18, 2025
Location: Nairobi, Kenya
About the role:
We are seeking a dynamic and skilled Customer Service Engineer – Solar Inverters to join our aftersales team. In this role, you will; provide technical assistance and services to ensure customer satisfaction and system performance, play a critical role in diagnosing and resolving technical issues, conducting site visits, and ensuring optimal functionality of solar inverters in residential and commercial installations, maintain and monitor customer service data records, work with relevant stakeholders within the company to achieve excellent customer service.
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:
We are seeking a dynamic and skilled Customer Service Engineer – Solar Inverters to join our aftersales team. In this role, you will; provide technical assistance and services to ensure customer satisfaction and system performance, play a critical role in diagnosing and resolving technical issues, conducting site visits, and ensuring optimal functionality of solar inverters in residential and commercial installations, maintain and monitor customer service data records, work with relevant stakeholders within the company to achieve excellent customer service.
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
- Permanent - Full Time
- Location
- Kenya
- Workplace type
- Onsite
- Reporting To
- Manager After Sales
What you would be expected to do:
- Perform inverter installations, commissioning, and installation assistance.
- Provide expert customer and technical assistance to all inverter customers/partners via phone, email, on-site visits, and any other customer assistance platforms.
- Coordinate with the call centre team to ensure effective and efficient resolution of all customer queries.
- Regularly review and update troubleshooting content
- Diagnose and troubleshoot technical issues related to solar inverter systems.
- Perform detailed onsite troubleshooting exercises
- Ensure timely processing and closure of all warranty claims and replacement requests.
- Perform timely diagnostics/screening/repairs on all customer returns while maintaining updated databases and reports.
- Perform inverter maintenance services.
- Conduct training sessions for the call centre team, internal teams, inverter installers, and Sun King partners.
- participate in monthly installation audits and installer reviews.
- Prepare service reports and document technical resolutions.
- Maintain updated records of all customer service-related functions.
- Conduct data analysis to identify trends, and improvement opportunities to enhance customer service.
- Ensure compliance with safety and quality standards during all customer service activities.
- Provide feedback to improve product performance and customer experience.
- Collaborate with other internal stakeholders to address recurring issues.
- Any other relevant tasks as assigned by your supervisor.
You would be a strong candidate if you:
- Hold at least a Bachelor’s degree in Electrical Engineering, Renewable Energy, or a related field.
- Possess relevant EPRA licenses - T3.
- Have at least 3+ years of experience in after-sales services assistance in the solar inverter industry.
- Posses proven experience in solar inverter installations, troubleshooting, and maintenance.
- Have strong knowledge of solar PV systems and electrical wiring standards.
- Are proficient in data analysis and experience with relevant software tools.
- Have proficiency in using diagnostic tools and software.
- Possess excellent in problem-solving and analytical skills.
- Have strong people relations and communication abilities.
- Possess customer service skills.
- Can work alone and with a group.
- Are willing to travel for on-site service operations and customer assistance (Approximately 50% travelling)
What Sun King Offers (in addition to compensation and statutory benefits):
- 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 Centre 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, colour, 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.
This job is no longer accepting applications
See open jobs at Sun King.See open jobs similar to "Customer Service Technician- Solar Inverters" Shortlist.
