Greenlight Planet is on a mission to revolutionize rural energy access for the 1.5 billion off-grid villagers who use dirty, dangerous kerosene lanterns for light. In four years we've sold 1.6 million solar lights to off-grid families in South Asia and Africa— all paid for up-front, in cash— the latter 1 million customers acquired over the...
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About the role:
The role holder will be in charge of inspecting, diagnosing, and grading customer-returned mobile devices to ensure they meet Sun King’s quality standards. They will conduct detailed physical and functional assessments, perform troubleshooting, and document findings accurately. Additionally, the role holder will work closely with the After-Sales team to maintain service timelines, ensure compliance with standard procedures, and assist overall operational efficiency.
What you would be expected to do:
Device Inspection & Grading:
- Conduct diagnostics, screening, and repairs on all customer returns.
- Perform detailed physical inspections of customer-returned mobile phones for any signs of damage, wear, and tear.
- Conduct comprehensive functional testing on all phone components, including display, touchscreen, cameras, speakers, microphones, sensors, wireless communication (Wi-Fi, Bluetooth, cellular), and battery health.
- Accurately grade devices based on predefined quality standards and grading scales.
Diagnostics & Troubleshooting:
- Utilise specialised diagnostic tools and software to identify hardware and software issues.
- Perform basic troubleshooting procedures to find out the root cause of malfunctions.
- Clearly document all findings, defects, and test results in the company's tracking system.
Quality Assurance & Compliance:
- Perform Incoming Quality Control (IQC) on all inward consignments.
- Ensure all inspected devices comply with Sun King’s quality specifications and service protocols.
- Ensure timely resolution of customer and partner assistance requests.
- Adhere to standard operating procedures (SOPs) for handling, testing, and storing devices.
- Assist the team in maintaining a clean, organized, and efficient workspace.
Team work:
- Work closely with the After-Sales team to prioritise inspection queues and meet service level timelines.
- Provide clear technical feedback to supervisors to help identify recurring product issues.
- Assist in managing inventory of devices awaiting inspection and processing.
- Any other business as assigned by your supervisor.
You might be a strong candidate if you:
- Hold a diploma or bachelor’s degree in Engineering or a related discipline from a top regional globally recognized university (advanced degree is an added advantage).
- Possess 2+ years’ experience in after-sales service assistance within the electronic consumer goods or mobile industry.
- Are familiar with multiple mobile phone brands and models, especially Android devices.
- Demonstrate proficiency in using diagnostic tools and software for mobile devices.
- Possess excellent communication skills with the ability to tailor messages to different audiences.
- Have strong problem-solving, critical thinking, and organizational abilities with a calm, customer-focused approach.
- Are entrepreneurial, humble, and motivated by the mission to expand energy access and create impact in rural communities.
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About the role:
The role holder will be in charge of providing high-quality technical assistance and repairs to walk-in customers and partners at regional experiential centres. This role will also assist inventory quality control, enhance the technical capacity of sales and assist teams, and contribute to improved customer satisfaction and reduced warranty costs. The technician will play a critical role in maintaining operational efficiency, driving service revenue, and implementing continuous product and process improvements at the service center level.
What you would be expected to do:
Repairs & Technical assistance
- Diagnose and repair Sun King products for walk-in customers at the service centre - EBD/Partnership.
- Ensure timely, accurate and quality repair.
- Conduct accurate troubleshooting and screening while documenting all diagnoses and repairs in internal trackers.
- Adhere to established SOPs to ensure repair consistency and quality.
Customer Engagement & Education
- Provide basic product education and preventive maintenance guidance to walk-in customers.
- Offer troubleshooting assistance and usage tips to reduce future product misuse.
- Drive customer satisfaction by ensuring a professional assistance experience.
Inventory & Spare Parts Management
- Maintain 100% accuracy of service centre inventory, including tracking of all harvested, received and consumed spare parts.
- Track and report monthly spare part consumption
Quality Assurance & Control
- Conduct on-demand quality checks on shop stock and field returns.
- Highlight trends and improvement opportunities based on recurring product faults and repair data.
Records & Data Management
- Keep accurate, updated trackers for attendance, repair data, spare parts usage, and service claims.
- Monthly service centre reporting and data evaluation.
Process Improvement
- Work with internal teams to improve service center operations and workflows.
- Recommend and implement process enhancements for operational efficiency.
- Perform any other tasks as assigned by your supervisor (s).
Inverter customer assistance on need basis
- Provide inverter customer assistance on a need basis.
- Conduct warranty assistance visits to customer sites as required.
- Diagnose and troubleshoot technical issues related to solar inverter systems.
You might be a strong candidate if you:
- Hold a bachelor’s degree or Diploma in Electrical Engineering, Renewable Energy, or a related field; EPRA licenses (T1/T2/T3) are an added advantage.
- Possess a minimum 3 years of experience in after-sales service assistance, troubleshooting, and repair of electronic or solar products.
- Demonstrate proven customer service and communication skills, with the ability to explain technical issues clearly.
- Are proficient in technical diagnostic tools and software, with a strong problem-solving mindset.
- Demonstrate high integrity, attention to detail, and accountability in handling repairs and spare parts.
- Show willingness to travel for on-site service operations (up to 50%) and work both alone and as a team.
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