Job Description

Introduction to Sun King:

Sun King is a multinational, for-profit business that designs, distributes, and finances solar-powered home energy products with an underserved population in mind: the 1.3 billion global consumers for whom the old-fashioned electrical grid is either unavailable or too expensive.  

Over a decade in business, the company is now a leading global brand in emerging markets across Asia and Sub-Saharan Africa.  Sun King™ products provide modern light and energy to 32 million people in more than 60 countries and have sold over 10 million products worldwide.

From the company’s wide range of trusted Sun King™ solar lamps and home energy systems to its innovative distribution partnerships to its EasyBuy™ pay-as-you-go consumer financing model, Sun King continuously strives to meet the evolving needs of the off-grid market.

Sun King stays in touch with underserved consumers’ needs in part by operating its own direct-to-consumer sales network, including thousands of trusted sales agents (called “Sun King Energy Officers”) in local communities across local communities. For Sun King Energy Officers, this is not only a good source of income and employment, but they also become an important member of their community, bringing light and catering to local energy needs within their communities.  

Today, with over 1100 full-time employees in 11 countries, we remain continuously impressed at how each new team member contributes unique and innovative solutions to the global off-grid challenge, from new product designs to innovative sales and distribution strategies to setting up better collection mechanisms, to better training strategies, to more efficient logistical and after-sales service systems.  We listen closely to each other to improve our products, service, and, ultimately, the lives of underserved consumers.

The Role & Opportunity:

Sun King is looking for an Installer and Service Technician to support the Grid-tied Solar Inverter installations, maintenance, repairs, and improve product performance and services.  Build installations to set levels effectively in compliance with best practices, ensuring installation efficiency can be met within a safe, well-presented facility. Respond to technical issues affecting product performance and maintain electrical and mechanical services through planned preventive maintenance. 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 the Company and key stakeholders on the customer side for service queries and build smooth relations with internal & external customers to obtain their loyalty and achieve best-in-class customer satisfaction.

You will have the opportunity to work cross-functionally to find solutions for our customers, including installations, product replacement requests, warranty claims, troubleshooting, logistics, and service training. If you are an excellent communicator obsessed with customer satisfaction, this role is for you! 

Key responsibilities: 

• Installation & Service: Attend installation requests and service queries, identify faults, and resolve the issue with minimum downtime. Develop a schedule and carry out planned maintenance for the Inverter and associated accessories. 
• Quality Assurance:  Carry out a diagnosis of faults, maintenance, and repairs to all types of technical issues of the product in a safe, timely, and professional manner and return the product to operational service. Ensure all work is undertaken to a high-quality standard and adheres to all standard quality regulations. 

• Training: Training for partners/ customers about product troubleshooting, repairs, installation, and replacement processes when requested. Develop a thorough knowledge of the product and service that the company you 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.
• 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.
• Any other business as assigned by your supervisor. 

The ideal candidate has:

• Top marks at a top 5 Regional or Globally recognised universities with an electrical ITI/ Diploma or other relevant disciplines.
• An advanced degree is welcome.
• Certified by the Local government 
• 5+ years of experience in after-sales services support in the electronic consumer goods/ Solar Inverter system.
• Excellent verbal and written communication skills with the ability to distil information and understand how to communicate to different audiences to get results.
• Passionate about customer service and resolving issues
• The ability to maintain calm under pressure
• Efficiency and organisational skills
• Critical Thinker: Very strong ability to structure problems and drive towards solutions even in ambiguous situations
• 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
• Driven by the social mission to provide energy to consumers and employment to rural communities. Should be a value-driven individual. 

We are looking for someone who is driven, passionate, and excited about the opportunity to bring honest, affordable energy to homes in Africa. If this sounds like you, we would love to hear from you.

The Perks: 

Sun King offers competitive compensation, annual performance reviews, weekly professional development chats, a fun, supportive work environment, free lunch, medical insurance, a workplace accident scheme, and opportunities for continued professional career growth within a fast-growing global enterprise. 

Sun King believes in equal opportunity for all people:  We do not discriminate based on race, color, religion, sex, marital status, sexual orientation, national origin, HIV/AIDS status, or disability.