Support Manager After Sales at Sun King (Formerly Greenlight Planet)

The After Sales Support Manager will Improve customer service experience, create engaged customers and facilitate organic growth. He/She will take ownership of customer issues and follow problems through to resolution.

The role holder will be required to set a clear mission and deploy it as well as develop service procedures, policies and standards for business partners and customers.

The ideal candidate will be apt in building strong relationships with strategic customers. You will be able to identify needs and requirements to promote our company’s solutions and achieve mutual satisfaction.

Job Responsibilities

• Develop and implement an after sales strategy to support the distribution channel and customers.
• Develop and implement product training modules for both internal and external customers.
• Develop and implement warranty management processes for customers and channels partners.
• Play a role in new product development by keeping abreast with and updating the product development teams on competitor activities and new opportunities.
• Mentor and coach internal and external team members.
• Provide technical assistance when required, to promote the use of products.
• Act as a technical consultant to the Sales and Marketing Team on quality/technical issues.
• Consistently monitor, respond to and maintain customer inquiries specific to products technical issues.
• Recognize system deficiencies and implement effective solutions.
• Appoints and maintains appropriate service partner organizations in export markets
• Ensure department proper staffing levels.
• Set service organization goals and expectations and provide performance feedback to external partners and employees ensuring compliance to standard and regulations

Qualifications

• Has a college/university degree and at least 4-6 years of effectively managing after sales support services.
• Has the ability to provide solutions based on customer needs.
• Has strong communication and interpersonal skills with aptitude in building relationships with professionals of all organizational levels
• Embodies excellent organizational skills
• Has experience managing an after sales support team (s) in a competitive environment in the electronics or telecommunication industries will be an added advantage.
• Is willing to spend 10-20% of his/her time on the road