Sun King

Off-grid solar home systems provider

After-Sales Manager

Customer ExperienceUpdated on Nov 13

Full-timeCotonou, BeninNo salary listedIn-person

About the Job

Requirements

A Bachelor's degree or Higher Diploma from a recognised institution in engineering or another relevant discipline.
At least 6 years of experience in after-sales services assistance in the electronic consumer goods, renewable energy, or mobile industry.
Demonstrated experience managing the After-Sales Service department in a goal-oriented role.
Strong verbal and written communication skills, including the ability to distil information and communicate effectively to different audiences to achieve results.
A strong focus on customer service and resolving customer issues.
Ability to remain calm under pressure.
Efficiency and organizational skills.
Ability to structure problems and drive toward solutions, including in ambiguous situations.
Ability to work independently and solve problems through innovative thinking and sound judgment.
Ethics-oriented approach.

Responsibilities

Ensure timely resolution of customer complaints, warranty claims, and service requests.
Monitor service turnaround time and implement improvements.
Coordinate with technical teams, partners, and third-party service providers to deliver quality replacements, repairs, and maintenance.
Supervise, mentor, and guide after-sales executives, technicians, and assistant staff.
Conduct training sessions to improve the team's customer handling and technical troubleshooting skills, and support professional growth within the team.
Oversee warranty administration, including approvals, rejections, and documentation.
Manage spare parts inventory to ensure availability and cost efficiency.
Liaise with internal and external stakeholders for timely spare parts procurement.
Maintain relationships with key clients and proactively address escalations.
Conduct customer feedback surveys and implement service improvements.
Ensure compliance with service level agreements.
Coordinate with technology teams to ensure company systems, including applications, meet customer service needs.
Develop processes to make current service operations more efficient.
Define and manage coordination of long-range strategic plans for the after-sales business, based on the global after-sales strategy and projected business growth.
Maximize efficiency and profitability for the service department within Benin, in line with current offerings and projected business growth.
Meet key performance indicators, including service-level timelines and customer net promoter scores.
Prepare and provide periodic reports on after-sales performance.
Identify bottlenecks and implement process optimizations.
Ensure compliance with company policies and industry regulations.
Perform other business duties as assigned by the supervisor.

Desired Qualifications

An advanced degree is welcome.

Job Location: Cotonou, Benin Republic

About the role:
Sun King is looking for an After-Sales Manager to conduct the After-Sales operations team in Benin. This role will oversee after-sales operations, ensuring high customer satisfaction through efficient service delivery, warranty management, spare parts coordination, and technical help. The role involves managing a team, optimising processes, maintaining strong relationships with customers and service partners, and building smooth relations with internal and external customers to obtain their adhesion and 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 obsessed with customer satisfaction, this role is for you!

After-Sales Service Management

Ensure timely resolution of customer complaints, warranty claims, and service requests.
Monitor service turnaround time (TAT) and implement improvements.
Coordinate with technical teams, partners, and third-party service providers to deliver quality replacements, repairs/maintenance.

Team Management

Supervise, mentor & guide the after-sales executives, technicians, and assist staff.
Conduct training sessions to enhance team customer handling and technical troubleshooting skills. Drive professional growth within the team, mentoring them to develop valuable skill sets.

Warranty & Spare Parts Coordination

Oversee warranty administration, including approvals, rejections, and documentation.
Manage spare parts inventory, ensuring availability and cost efficiency.
Liaise with internal & external stakeholders for timely spare parts procurement.

Customer Relationship Management

Maintain good relationships with key clients, addressing escalations proactively.
Conduct customer feedback surveys and implement service improvements.
Ensure compliance with service level (SLAs).

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.

Drive Operational Efficiency

Based on the global aftersales strategy, define and manage the coordination of the long-range strategic plans for the aftersales business based on future business growth.
Maximise efficiency and profitability for the service department within Benin, in line with the current offerings and the projected business growth.
Meet KPIs, including service level timelines and customer net promoter scores.

Reporting & MIS

Prepare and provide periodic reports on after-sales performance.
Identify bottlenecks and implement process optimizations.
Ensure compliance with company policies and industry regulations.

Any other business as assigned by your supervisor.

Bachelors degree or Higher Diploma from a recognised Institution in engineering or other relevant disciplines.
An advanced degree is welcome
6+ years of experience in after-sales services assistance in the electronic consumer goods/ renewable energy, or mobile industry
Demonstrated experience managing the After Sales Service department in a goal-oriented role.
Excellent verbal and written communication skills with the ability to distil information and get how to communicate to different audiences to get results.
Passionate about customer service and resolving their issues
The ability to maintain calm under pressure
Efficiency and organizational skills
Critical Thinker: Powerful ability to structure problems and drive towards solutions even in ambiguous situations
Entrepreneurial Spirit with qualities of being able to work unassisted and figure things out with innovative thinking, problem-solving skills, and presence of mind.
Motivated by the social mission to provide energy to consumers and employment to rural communities. Should be a ethics-oriented person.

About the Company

Sun King

Off-grid solar home systems provider

Sun King designs, manufactures, distributes, and finances solar home energy products for off-grid communities in Africa and Asia. Its range includes solar lanterns and solar home systems with inverters and storage that can power lights, radios, phones, and household appliances, all financed through a pay-as-you-go model with small mobile money installments after a low upfront payment. The company differentiates itself with an end-to-end approach—handling product design, manufacturing, distribution, and financing—supported by a large field-agent network and strategic acquisitions like PayGo Energy to expand into clean cooking. Its goal is to increase energy access by helping households leapfrog kerosene and unreliable grids, aiming to reach millions of homes and businesses, including over 2 million in Ethiopia by 2030.

Company size: 1,001-5,000
Company stage: Debt Financing
Total funding: $864.9M
Headquarters: Chicago, IL
Founded: 2008

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