Installer & Service Technician - JHB at Greenlight Planet

About the Role:
Sun King is looking for a Senior Service Technician to join its team. This role will work with all different units within Company as well as with stakeholders on the customer side for service queries and builds smooth relations with internal & external customers achieve best-in-class customer satisfaction. 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:

• Quality Assurance: Perform timely diagnostics and repair on all customer returns from the assigned zone while maintaining a report on all observed issues and actions taken. Regular positive improvement of all the existing processes at the Service centre every quota.

• Systems and process design: Coordinate with technology teams to ensure company systems meet customer service needs, including applications. Develop new processes to transform current service operations more efficiently.

• Training: Build training materials and hold training for partners about product troubleshooting, repairs, installation, and replacement processes when requested. Develop a thorough knowledge of the product and service the company your work for is offering.

• Customer Service: Deliver a comprehensive service to inquiring customers. Find solutions and close product replacements and other warranty claims within the designated timelines. Delegate certain customer inquiries to specific teams when needed.

• Team Management: Manage the development and continuous improvement within the after-sales team. Provide guidance for team members’ careers. Drive professional growth within the team.

• Dispute Management: Manage a large number of incoming calls and emails, keeping a record of customer interactions and details of actions taken. Report back on results addressing any issues/disputes from customers.

• Drive Operational Efficiency: Meet KPI goals, including service level timelines and customer net promoter scores.

• Documentation & MIS: Provide periodic reports to management on after-sales & service activities.

You might be a strong candidate if you:

• Have a Bachelor’s Degree or its equivalent from a reputable institution in engineering, or other relevant disciplines.
• Have a minimum 3 years experience in after-sales services team in the electronic consumer goods/Inverter industry
• Must have installed Solar inverters.
• Have excellent verbal and written communication skills with the ability to pass information and to different audiences in order to get results.
• Are passionate about customer service and resolving their issues
• Are Efficient and organized
• Are a Critical Thinker: Very strong ability to structure problems and provide solutions even in ambiguous situations.
• Have entrepreneurial Spirit with qualities of being able to work without supervision and figure things out with innovative thinking, problem-solving skills, and presence of mind.
• Demonstrate humility