Senior Service Technician, South Africa at Sun King (Formerly Greenlight Planet)

About the Role:

• Sun King is looking for a Service Technician to manage the Aftersales operations in South Africa. This role will be a key point of contact for the Sales team, cross-functional departments, and customers for after-sales and service queries. This role will work with all the stakeholders within Sun King as well as with key stakeholders on the customer side for installation, and service queries and builds smooth relations with internal and external customers, to achieve best-in-class customer satisfaction..

What you will 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 Sun King's 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 Sun King 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 which includes but not limited to site assessment visits, installation monitoring & validation and over seeing of third party installers.

You might be a strong candidate if you have:

• A diploma, Bachelor’s Degree or equivalent in engineering, or other relevant disciplines.
• A minimum of 5 years experience in after-sales services team in the electronic consumer goods/inverter industry.
• A valid 3 phase wireman licence.
• Experience installing solar inverters.
• Good verbal and written communication skills with the ability to pass information and to different audiences in order to get results.
• Critical thinking skills and a passion for resolving customer queries.
• An 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.