Solar After-Sales Technical Manager

Role Overview

• Ensure timely resolution of customer complaints, warranty claims, and service requests.
• Monitor service turnaround time (TAT) and implement improvements.
• Coordinate with technical teams, partners, and third-party service providers to deliver quality replacements, repairs/maintenance.
• Supervise, mentor & guide the after-sales executives, technicians, and support staff.
• Conduct training sessions to enhance team customer handling and technical troubleshooting skills. Drive professional growth within the team, mentoring individuals to develop valuable skill sets.
• Oversee warranty administration, including approvals, rejections, and documentation.
• Manage spare parts inventory, ensuring availability and cost efficiency.
• Liaise with internal & external stakeholders for timely spare parts procurement.
• Maintain strong relationships with key clients, addressing escalations proactively.
• Conduct customer feedback surveys and implement service improvements.
• Ensure compliance with service level agreements (SLAs).
• Coordinate with technology teams to ensure company systems meet customer service needs, including applications. Develop new processes to transform current service operations more efficiently.
• Define and manage the coordination of the long-range strategic plans for the aftersales business based on future business growth.
• Maximise efficiency and profitability for the service department within Malawi, in line with the current offerings and the projected business growth. Meet KPIs, including service level timelines and customer net promoter scores.
• Prepare and provide periodic reports on after-sales performance.
• Identify bottlenecks and implement process optimizations.
• Ensure compliance with company policies and industry regulations.

Requirements

• A degree from a recognized regional or global university in Engineering or a related field; an advanced degree is an added advantage.
• 6+ years of experience in after-sales service within consumer electronics, renewable energy, mobile technology, or a similar industry.
• Experience overseeing an After Sales Service function and delivering results against established goals, priorities, and service standards.
• Strong communication skills, with the ability to convey information clearly and effectively to different audiences.
• A passion for creating positive customer experiences and addressing customer concerns effectively.
• The ability to remain composed and effective in fast-paced environments.
• Strong planning, coordination, and organizational capabilities.
• The ability to assess complex situations, identify key issues, and develop practical solutions.
• A resourceful and proactive approach, with the ability to take initiative, work effectively with others, and adapt to changing circumstances.
• Humility, integrity, and professionalism in your day-to-day work and interactions.
• A genuine interest in expanding access to energy and creating economic opportunities for communities.
• Alignment with our values and a desire to contribute to meaningful impact.

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 Center 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, color, gender, marital status, family structure, sexual orientation, HIV/AIDS status, or disability.