Location: Nairobi, Kenya

About the role:
Sun King is looking for a Senior Solar Installation and Maintenance Technician to assist with 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 devotion 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!

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.
• Steer 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.
• Work 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 replied to and resolved effectively.
• Provide expert customer assistance, 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.
• Work with relevant stakeholders to address recurring problems 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
• Work 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.
• Any other business as assigned by your supervisor.

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.