Service Centre Technician at Sun King (Formerly Greenlight Planet)

About the role:

• Sun King is looking for a Service centre technician to join the Aftersales operations in Kenya. This role will be be responsible for conducting technical diagnostics of foulty products, quality inspections, and fault screening while ensuring accurate record-keeping and data analysis to improve product performance and customer satisfaction
• Support customer and partner inquiries, provide training, and drive process improvements to enhance customer satisfaction, service center operations and overall efficiency.
• Collaborate with relevant stakeholders within the company to achieve excellent customer service and product enhancements.
• You will have the opportunity to work cross-functionally to find solutions for our customers including product replacement requests, warranty claims, troubleshooting, logistics, and service training. If you are an excellent communicator with an obsession with customer satisfaction, this role is for you! 

What you would be expected to do:

Technical Diagnostics & Fault Screening

• Conduct diagnostics, screening, and repairs on all customer returns.
• Maintain accurate records of all screened and repaired units.
• Analyze fault trends to identify recurring issues and recommend improvements.
• Continuously enhance screening processes for efficiency.

Quality Control & Inspections

• Perform Incoming Quality Control (IQC) on all inward consignments.
• Conduct Quality Control (QC) checks as required and periodic half-year inventory inspections for aged stock.
• Maintain accurate reports on all quality assurance activities.
• Provide recommendations for corrective actions and future mitigation measures.
• Collaborations on special projects to improve product quality.

Data Analysis & Reporting

• Analyze screening and quality data to identify trends and improvement areas.
• Prepare and share reports with management for decision-making.
• Collaborate in monthly process and data reviews to enhance product and service quality.

Customer & Partner Support

• Ensure timely resolution of customer and partner support requests.
• Respond to customer queries via phone, email, and on-site visits while maintaining detailed records.
• Work with internal teams to resolve escalations and improve service processes.

Training & Knowledge Sharing

• Develop training materials and conduct training sessions on troubleshooting, repairs, and replacements.
• Support internal teams and Sun King partners in understanding and resolving product-related issues.

Process Improvement & System Design

• Work with internal teams to improve service center operations and workflows.
• Recommend and implement process enhancements for operational efficiency.
• Provide periodic reports to management on service center activities.

Other Duties

• Perform any other tasks as assigned by the supervisor to support quality assurance and customer service objectives.

You would be a strong candidate if you:

• Have a Bachelor’s degree or Diploma in Electrical Engineering, Renewable Energy, or a related field. 
• Have an advanced degree
• Have 3 + experience in after-sales services support in the electronic consumer goods/ mobile industry
• Demonstrate experience in solar Inverter installations.
• Are excellent in verbal and written communication skills with the ability to distill information and understand the way to communicate to different audiences in order to get results.
• Are passionate about customer service and resolving their issues
• Can maintain calm under pressure
• Are efficient and have great organizational skills
• Are a critical thinker: Very strong ability to structure problems and drive towards solutions even in ambiguous situations
• Possess entrepreneurial spirit with qualities of being able to work independently and figure things out with innovative thinking, problem-solving skills, and presence of mind. 
• Demonstrates humility
• Are driven by the social mission to provide energy to consumers and employment to rural communities. Should be a value-driven individual.