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Sun King

Off-grid solar home systems provider

After-Sales Technical Manager

Customer SupportUpdated on Nov 13
Full-timeNampula, MozambiqueNo salary listedHybrid

About the Job

Requirements

  • A degree in Engineering or another relevant discipline from a recognised regional or global university is required.
  • At least 8 years of experience in After-Sales services within the consumer electronics, renewable energy, or mobile industry is required.
  • A track record of managing an After-Sales Service department in a role with clear performance targets is required.
  • Strong verbal and written communication skills are required, including the ability to present information clearly and tailor communication to different audiences to achieve results.
  • A strong interest in customer service and resolving customer concerns is required.
  • The ability to remain calm and effective under pressure is required.
  • Strong organisational and time management skills are required.
  • Critical thinking skills are required, including the ability to structure complex problems and develop practical solutions when information may be limited.
  • An entrepreneurial mindset is required, including the ability to work with limited direction, identify practical solutions, and apply innovative approaches to operational issues.
  • Humility and a willingness to learn are required.
  • Motivation by the social mission of providing energy access to consumers and creating employment opportunities in rural communities is required.
  • Dedication to company values and the purpose of the organisation is required.

Responsibilities

  • Manage the After-Sales operations team in Mozambique, overseeing service delivery, warranty management, spare parts coordination, and technical assistance, with a focus on customer satisfaction and service quality.
  • Improve operational processes, maintain productive relationships with customers and service partners, and strengthen coordination with internal and external stakeholders to encourage customer retention and deliver a high standard of service.
  • Ensure timely resolution of customer complaints, warranty claims, and service requests.
  • Monitor service turnaround time and introduce improvements.
  • Coordinate with technical teams, partners, and third-party service providers to deliver quality replacements, repairs, and maintenance.
  • Oversee the work of After-Sales Executives, technicians, and service personnel.
  • Conduct training sessions to improve customer handling and technical troubleshooting skills.
  • Encourage professional growth across the team through coaching, mentoring, and skills development.
  • Guide team members in building the technical and service capabilities required for their roles.
  • Oversee warranty administration, including approvals, rejections, and documentation.
  • Manage spare parts inventory, ensuring availability and cost efficiency.
  • Liaise with internal and external stakeholders to facilitate timely spare parts procurement.
  • Maintain productive relationships with key clients and address escalations in a timely manner.
  • Conduct customer feedback surveys and use the findings to improve service delivery.
  • Ensure adherence to service level requirements.
  • Coordinate with technology teams to ensure company systems, including applications, meet customer service needs.
  • Develop new processes to improve the efficiency of current service operations.
  • Apply the global After-Sales strategy to define and manage long-range plans for the After-Sales business, taking projected business growth into account.
  • Improve efficiency and profitability within the Mozambique service department, in line with current product offerings and projected business growth.
  • Meet key performance indicators, including service turnaround timelines and customer Net Promoter Scores.
  • Prepare and submit periodic reports on After-Sales performance.
  • Identify operational bottlenecks and introduce process improvements.
  • Ensure adherence to company policies and applicable industry regulations.

Desired Qualifications

  • A strong academic record is preferred.
  • An advanced degree is an added advantage.

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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