Summary
Date Posted: Saturday, March 26, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
About The Role
Reporting to the Head of Aftersale this role requires the manager to oversee all product After-Sale issues that come from the field in real-time. The role requires you to be at the forefront of ensuring SunCulture products serve the client at the optimum and in case of an aftersale ensure the best solutions are provided to the customer within the shortest time possible.

Key Responsibilities
• Ensure diagnosis and repair of all products and their accessories sent from the field
• Evaluate all products returned as a result of an aftersale issue are within Warranty and if not advise the customer on the cost of repair
• Troubleshoot products both remotely and onsite to confirm if the product problem is a technical error or user error.
• Identify solutions to resolve technical product design problems and escalate complex product issues
• Research and interpret blueprints, schematics, and wiring diagrams to better troubleshoot all aftersale issues reported
• Complete quality assurance inspections, documenting corrective actions, and ensuring daily collection and transportation of all repaired items back to customers.
• Set standards operation procedure for all product troubleshooting and repairs and ensure adherence
• Ensure proper communication, ticketing, and documentation of all aftersale issues
• Generate daily, weekly, and monthly aftersale reports highlighting issues/ product default issues that need to be addressed from the manufacturer's end.
• Perform all aftersale product-related tasks assigned from time to time

Team Management
• Collaborate closely with the aftersale engineering team to resolve all technical issues
• Provide training to the technical team on how to identify and resolve repair issues
• Provide training to field engineers on how to instruct customers about process, usage, and maintenance.
• Manage and resolve all aftersale issues within TAT of 48hrs from when product is received for repair
• Develop positive and professional relationships with channel partners and service providers
• Develop knowledge of all solar products and systems designed by SunCulture

Risk Management
• Be proactive in identifying all product risks based on the aftersale issues reported daily.
• Ensure team is operating at full capacity to reduce aftersale issues and ask for extra manpower when needed to avoid burnout of team members
• Communicate and mitigate any risk factors that are encountered with the team while at work

Does This Sound Like You?
• 3-5 years of experience in aftersale handling a team of at least 2 people.
• You have a proven track record of ensuring all aftersale issues are resolved within set TAT
• Bachelor's degree in electrical or mechanical engineering, product design, business, or other relevant fields; Masters degree preferred
• Able to fluently communicate in English; Swahili is a plus
• Comfortable with ambiguity in a fast-evolving environment, and able to plan, be organized, and meet deadlines
• Hands-on, detail-oriented with strong execution skills
• Good communication skills and should ensure information communicated is clear and timely
• Independent thinker able to thrive and make decisions in a fast-paced dynamic environment with little direction
• Organized and an expert in time management
• High integrity values with discretion in using budgetary allocation for the department
• A proven ability to work with minimal supervision
• Proactive, collaborative, organized, and curious problem solver with a “can-do” attitude

Work Hours: 8

Experience in Months: 36

Level of Education: Bachelor Degree

Job application procedure
Please click on the link to apply.

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