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Sun King

Off-grid solar home systems provider

Associate After Sales Manager

Customer ExperienceUpdated on Nov 13
Full-timeAddis Ababa, EthiopiaNo salary listedIn-person

About the Job

Requirements

  • A degree in Engineering or another relevant discipline from a recognized regional or international university is required.
  • At least 8 years of experience in After-Sales Service or service operations within the consumer electronics, renewable energy, or mobile industry is required.
  • Experience managing an After-Sales Service department, with accountability for service delivery, operational targets, and customer satisfaction, is required.
  • Strong written and verbal communication skills are required, including the ability to present complex information clearly and adapt communication to different audiences.
  • A demonstrable commitment to customer service and the ability to resolve customer issues effectively are required.
  • The ability to maintain composure and exercise sound judgment when managing changing priorities or demanding situations is required.
  • Strong organizational skills, attention to detail, and effective time-management abilities are required.
  • The ability to apply critical thinking and structured problem-solving to address complex situations and develop practical solutions, even when information is limited, is required.
  • Demonstrable initiative, adaptability, and resourcefulness in improving processes, identifying opportunities, and implementing new ideas are required.
  • Fluency in English and Amharic is required.
  • Strong alignment with Sun King's mission to expand access to energy and create employment opportunities in rural communities, along with the ability to articulate how the company's values translate into work, is required.

Responsibilities

  • Ensure timely resolution of customer complaints, warranty claims, and service requests.
  • Monitor service turnaround time and implement improvements to enhance service delivery.
  • Coordinate with technical teams, service partners, and third-party providers to ensure quality repairs, maintenance, and product replacements.
  • Manage, coach, and mentor After-Sales Executives, technicians, and service staff to achieve high service standards and business results.
  • Organize training sessions to strengthen customer service, technical troubleshooting, and service delivery capabilities.
  • Promote continuous learning and professional development across the team, enabling team members to expand their skills and technical expertise.
  • Oversee warranty administration, including approvals, rejections, and documentation, in line with company policies.
  • Manage spare parts inventory to maintain availability, control costs, and meet service requirements.
  • Coordinate with internal teams and external partners to ensure timely procurement and distribution of spare parts.
  • Build and maintain productive relationships with key customers, addressing escalations promptly and effectively.
  • Conduct customer feedback surveys, review findings, and implement improvements to the service experience.
  • Monitor compliance with service level standards and ensure consistent service quality.
  • Work with technology teams to ensure company systems and applications meet customer service and operational requirements.
  • Review existing workflows and develop improved processes that enhance efficiency, service quality, and the overall customer experience.
  • Translate the global After-Sales strategy into long-term operational plans for Ethiopia, accounting for business growth, evolving service requirements, and future customer needs.
  • Improve the efficiency and profitability of the After-Sales function in line with current service offerings and projected business growth.
  • Monitor performance against key performance indicators, including service turnaround times and customer Net Promoter Scores.
  • Identify opportunities to improve service delivery, resource utilization, and operational performance.
  • Prepare and present periodic reports on After-Sales performance, service quality, and operational efficiency.
  • Identify operational bottlenecks and implement process improvements based on performance data.
  • Ensure adherence to company policies, service standards, and applicable industry regulations.
  • Carry out other duties assigned by the supervisor, as required.

Desired Qualifications

  • Strong academic performance is an advantage.
  • 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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