Vacancies at SunCulture Kenya Ltd

About the role

Reporting to the Manager - After-Sales Product Engineer this role requires you to always ensure that all aftersales issues brought to your attention are resolved in a timely manner. The role requires you to be at the forefront of ensuring SunCulture products serve the client at the optimum and in case of an aftersales 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 that have been assigned to you.
• Evaluate all products assigned to confirm that they are within warranty and if not seek clarity from your manager on the next steps
• Troubleshoot products both remotely and onsite to confirm if the product problem is a technical error or user error.
• Identify solutions to resolve technical aftersales issues and escalate complex product issues
• Complete quality assurance after repairs to ensure the product is 100% functional after repairs
• Documenting all corrective actions taken for each aftersales issue reported and ensuring all repairs done are collected and transported back to the customer.
• Ensure all the set standards operation procedures are adhered to for all product repairs
• Ensure all products assigned for aftersales are uploaded on the ticketing system and resolution documented as well 
• Generate daily, weekly, and monthly aftersales reports as needed
• Stand-in for your manager as and when needed
• Perform all aftersales product-related tasks assigned from time to time

Team Management

• Collaborate closely with all team members to resolve all technical issues
• Provide training to customers and engineers as and when needed.
• Manage and resolve all aftersales issues within TAT of 48hrs from when product is received for repair

Risk Management

• Be proactive in identifying all product risks based on the aftersale issues reported daily.
• Operate at full capacity for timely resolution of after-sale issues and ask for help when needed to avoid delays and burnout
• Communicate and mitigate any risk factors that are encountered with the team while at work

Does This Sound Like You?

• 2-3 years of experience in handling  after-sale issues
• Diploma/Degree in electrical or mechanical engineering, product design, business, or other relevant fields; 
• Able to fluently communicate in English; Swahili is a plus
• 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 
• 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

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About the Role 

Reporting to the Debt Recovery Manager,, the ideal candidate is responsible for collections of defaulted portfolio, tracing & recovery of all SunCulture assets assigned on credit but defaulted, issuance of Demand letters in the field & initiation of repossession rights on all non-performing credits above Sunculture’s PAYG credit policy guidelines.

Key Responsibilities

• Be accountable for reducing delinquency for assigned accounts
• Ensure allocated accounts are monitored on a daily basis and appropriate actions are taken to ensure that the collection portfolio remains within acceptable limits through the application of sound credit judgment within SunCulture PAYG credit policy guidelines.
• Investigate and resolve any customer queries and complaints through verbal or written correspondence in line with SunCulture PAYG credit policies.
• Issue out demand letters at field level to defaulters with the aim to get payments back to normalcy.
• Record new commitment to repay the debt (PTPs), determine if the debt can be collected, and accordingly recommend/initiate the recovery process.
• Contact defaulting customers either by calling or visiting them with an aim of negotiating a settlement of the arrears.
• Initiate repossession of SunCulture assets as necessary.
• Achieve the monthly collection targets as assigned by the supervisor
• Identify and escalate deceased or disabled customers to the Head of Credit for review or collection termination.
• Ensure all work queues are acted upon.
• Conduct field visit assessment before visiting the market areas.
• Manage relationships with local authorities and Security Officers
• Plan and organize field collection drives across all regions
• Conduct monthly reporting as per portfolio performance on delinquency.

Knowledge and skills for the Role

• Diploma or degree in Debt collection and Management, Business Information Science, Finance or Accounting
• At least 3-6 years’ work experience in debt collection in microfinance, the solar industry, or related organization
• Knowledge of relevant legal requirements and processes in microfinance and credit collections  environment or any other financial institution
• Evidence of well-developed organizational skills and the ability to meet deadlines.
• Integrity and ability to work in consumer finance with small scale farmers across Kenya
• Sound verbal communication skills including the ability to negotiate respectfully and communicate the rationale for decisions made.
• Demonstrated ability to follow policy and procedures.
• Sound judgment, analytical, and decision-making skills.
• Demonstrated ability to quickly learn new systems and processes.    
• Demonstrated commitment to service excellence.
• Proficiency in GSuite, Microsoft Office

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About the role:

• Reporting to the Engineering Team Lead, the Field Engineer be involved with and not limited to carrying out Technical Surveys, conducting SunCulture product installations and aftersales. He will also be a pioneer of product knowledge and troubleshooting when it comes to the innovations of SunCulture products to our customers. 

Key Responsibilities:

Project Management  

• Undertaking Site visit for pre-feasibility and Feasibility site information collection and analysis.
• Contacting clients to set preferred dates and installing the products within the set timelines.
• Proper time management to ensure all projects assigned are achieved within the timelines set

Risk Management

• Be very proactive in identifying job risks during installations, resolving them, and reporting to the team leads 
• Communicate and mitigate any risk factors that are encountered in the field by various engineers.
• Carrying out technical surveys and submitting the reports) to the engineering team leads
• Designing irrigation systems, conducting installations, and providing after-sale services for SunCulture products
• Mentoring and in-field training of new engineers
• Guiding clients through contract filling and sending the signed contracts to HQ every Friday.
• Contacting all clients assigned promptly and setting the agreed preferred dates in the app sheet
• Filling and syncing Job Submission Forms(JSFs) in the app sheet within the same day the installation/after-sale is done
• Vetting of clients and initiating dispatches of products via the app sheet once the set threshold requirement has been met.
• Reporting of emerging issues during after-sales and installations to the relevant authority as soon as they emerge and working closely with the after-sales department to ensure quick resolution of after-sale issues.
• Advise and provide recommendations to clients on products  that would work best for them during technical surveys
• Do a minimum of 2 installations in a day.
• Achieve a mean Turn Around Time of under 2 days for jobs done
• Achieve a mean app adherence of 100% of all the jobs done

Does this sound like you?

• Degree/ Diploma in Mechanical Engineering or any other related field with specialization in Agricultural equipment is an added advantage
• 2+ years of experience with solar grid pump systems and  irrigation systems  management
• Hands-on, detail-oriented, and with strong execution skills especially installation and conducting surveys
• Good communication skills both written and spoken with the ability to interact freely with customers of different levels and backgrounds.
• An independent thinker who is able to thrive in a fast-paced dynamic environment.
• In-depth knowledge of the industry and current trends adaptable for  SunCulture
• Be organized and be an expert in  time management 
• An agile trainer capable of training and being trained and be very resilient and flexible
• Strong computer skills in, GSuite, Microsoft Office, database management experience in CAD or other project design software is a plus
• Able to work in a dynamic environment with immense pressure and meet deadlines
• Comfortable with ambiguity and able to plan, be organized, and meet deadlines
• Proactive, collaborative, organized, curious, problem solver with a “can-do” attitude