Manager - Aftersale Product Engineering at SunCulture Kenya Ltd

About the role:

Reporting to the Head of Operations this role requires the manager to oversee all product After-Sale issues that come from the field in real-time. This role requires you to analyze and develop plans to improve all parts of the aftersale in relation to customers, repair process, repairing cost and invoicing, preparing the aftersale plan ensuring TAT is adhered to, and attain high customer satisfaction level. This 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
• Spearhead evaluation of all products returned as a result of an aftersale issue and confirm that the products 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 and escalate complex technical product design problems to the R&D team
• Research and interpret blueprints, schematics, and wiring diagrams to better troubleshoot all aftersale issues reported.
• Complete quality assurance inspections, document corrective actions and ensure daily collection and transportation of all repaired items back to customers.
• Set standards operation procedure for all product troubleshooting and repairs and ensure adherence to the SOP’s
• 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.
• Conduct quality checks by following up on customers to monitor product functionality after repair and identify any weak points to be improved.
• Analyze statistics to define the level of customer service and satisfaction being offered
• 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 48 hrs from when product is received for repair
• Develop positive and professional relationships with channel partners and service providers
• Develop and transfer knowledge of all solar products and systems designed by SunCulture to all customer-facing teams.

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?

• Bachelor's degree in electrical, or mechanical engineering, product design, or other relevant fields; Master's Degree is an added advantage
• Energy Regulatory Commission (ERC) License: Solar PV T3 is an added advantage
• Over 5 years of experience in aftersale handling product aftersale issues
• Have managed a team of more than 5 people preferably in different locations.
• Proven ability to train, transfer knowledge through coaching and mentorship.
• You have a proven track record of ensuring all aftersale issues are resolved within set TAT of 48 hours
• Comfortable with ambiguity in a fast-evolving environment, and able to plan, be organized, and meet deadlines
• 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
• 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