• This team is led by COO and works at the intersection of business, technology, and to ideate, develop, pilot, and launch new life-changing solar products across Sub-Saharan Africa and Asia.
• This role is an exciting career opportunity for a value-driven innovator with a combination of technical and organizational skills who is passionate about working with off-grid consumers and delivering the next generation of Sun King products.
• The products and services you will build will have a transformative impact for millions of households.
• The Sun King Operations team makes sure Sun King products are produced, shipped, imported, and distributed to consumers around the world and ensures that warranty products are promptly attended to, and end of life products are responsibly disposed of.
• The Operations team is comprised of innovative, solutions oriented people that work closely with Sun King’s global and regional Research and Procurement, Sales, Finance, and Marketing teams to make sure hundreds of thousands of Sun King products reach last-mile consumers each month. 

About the Role

• Sun King is looking for a Service Technician to manage the Aftersales operations in Nigeria.
• 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 as well as with key stakeholders on the customer side for installation, and service queries and builds smooth relations with internal & external customers, to achieve best-in-class customer satisfaction.

Responsibilities
What you would be expected to do:

• Quality Assurance: Perform timely diagnostics and repair on all customer returns from the assigned zone while maintaining a report on all issues observed and the action taken.
• Regular positive improvement of all the existing processes at the Service entre every quota.
• Systems and process design: Coordinate with technology teams to ensure company systems, including applications meet customer service needs.
• Develop new processes to transform current service operations more efficiently.
• Training: Build training materials and hold training for partners 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.
• Customer Service: Installation of Home systems, installation audit, and deliver a comprehensive service to inquiring customers.
• Find solutions and ensure product replacements and other warranty claims are closed within the designated timelines.
• Delegate certain customer inquiries to specific teams when needed.
• Team Management: Manage the development and continuous improvement within the after-sales team. Provide guidance for team members’ careers. Drive professional growth within the team, mentoring individuals to develop valuable skillsets.
• Dispute Management: Manage a large number of 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.
• Documentation & MIS: Provide periodic reports to management on after-sales & service activities.