Service Centre Technician
Sun King
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Kenya
Posted on Mar 18, 2025
Location: Nairobi, Kenya
About the role:
Sun King is looking for a Service centre technician to join the Aftersales operations in Kenya. This role will be be in charge conducting technical diagnostics of faulty products, quality inspections, and fault screening while ensuring accurate record-keeping and data analysis to improve product performance and customer satisfaction
Assist customer and partner inquiries, provide training, and drive process improvements to enhance customer satisfaction, service center operations and overall efficiency.
Work with relevant stakeholders within the company to achieve excellent customer service and product enhancements.
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!
- Department
- Operations
- Employment Type
- Permanent - Full Time
- Location
- Kenya
- Workplace type
- Onsite
- Reporting To
- Manager After Sales
What you would be expected to do:
Technical Diagnostics & Fault Screening
- Conduct diagnostics, screening, and repairs on all customer returns.
- Maintain accurate records of all screened and repaired units.
- Analyze fault trends to identify recurring issues and recommend improvements.
- Continuously enhance screening processes for efficiency.
Quality Control & Inspections
- Perform Incoming Quality Control (IQC) on all inward consignments.
- Conduct Quality Control (QC) checks as required and periodic half-year inventory inspections for aged stock.
- Maintain accurate reports on all quality assurance activities.
- Provide recommendations for corrective actions and future mitigation measures.
- Team work on special projects to improve product quality.
Data Analysis & Reporting
- Analyze screening and quality data to identify trends and improvement areas.
- Prepare and send reports to management for decision-making.
- Participate in monthly process and data reviews to enhance product and service quality.
Customer & Partner assistance
- Ensure timely resolution of customer and partner assistance requests.
- Answer to customer queries via phone, email, and on-site visits while maintaining detailed records.
- Work with internal teams to resolve escalations and improve service processes.
- Training & Knowledge conveyance
- Develop training materials and conduct training sessions on troubleshooting, repairs, and replacements.
- Assist internal teams and Sun King partners in comprehending and resolving product-related issues.
Process Improvement & System Design
- Work with internal teams to improve service center operations and workflows.
- Recommend and implement process enhancements for operational efficiency.
- Provide periodic reports to management on service center activities.
Other Duties
- Perform any other tasks as assigned by the supervisor to assist quality assurance and customer service goals.
You would be a strong candidate if you:
- Have a Bachelor’s degree or Diploma in Electrical Engineering, Renewable Energy, or a related field and an advanced degree(added advantage)
- Demonstrate 3 + experience in after-sales services assistance in the electronic consumer goods/ mobile industry
- Are efficient and have great organizational skills
- Show experience in solar Inverter installations.
- Are excellent in verbal and written communication skills with the ability to distil information and comprehend the way to communicate to different audiences in order to get results.
- Can maintain calm under pressure
- Are passionate about customer service and resolving their issues
- Demonstrates humility
- Are a critical thinker: Very strong ability to structure problems and drive towards solutions even in ambiguous situations
- Possess entrepreneurial spirit with qualities of being able to work alone and figure things out with innovative thinking, problem-solving skills, and presence of mind.
- Are motivated by the social mission to provide energy to consumers and employment to rural communities. Should be a value-motivated person.
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 "Service Centre Technician" Shortlist.
