Associate - Aftersales Product Engineer at SunCulture Kenya Ltd

About the role:

• This role requires diagnosing and addressing after sale issues that come from the field as well as implementing QA/QC measures to prevent after sales. 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 and ensuring daily collection and transportation of all repaired items back to customers.
• 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 ensure adequate amounts of quality certified products are ready for dispatch to customers
• Set standards operation procedure for all product QA/QC, 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 Coordination

• Collaborate closely with the aftersale engineering and call center teams to resolve all technical issues
• Support the provision of training to the field technical teams on how to identify and resolve repair issues
• Support the provision of training to field technical teams 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 the 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?

• Bachelor's degree in electrical or mechanical engineering, product design, business, or other relevant fields
• 3 years of experience in providing technical solutions within set TAT to deliver exceptional customer experience
• 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
• A proven ability to work with minimal supervision
•  Proactive, collaborative, organized, and curious problem solver with a “can-do” attitude