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Sun King

Off-grid solar home systems provider

Associate Manager - After Sales, Easybuy Direct

Customer ExperienceUpdated on Nov 13
Full-timeArusha, TanzaniaNo salary listedIn-person

About the Job

Requirements

  • A bachelor's degree in a relevant field, such as Retail Management, Inventory Management, Business Administration, or Operations Management, or a related discipline.
  • At least 3–5 years of relevant experience in after-sales operations, customer service, warranty management, or field operations.
  • Experience managing operational KPIs, improving processes, and implementing SOPs.
  • Strong problem-solving, data interpretation, and performance-management skills.
  • Familiarity with Zendesk, SAP, CRM platforms, Looker, or similar operational systems.
  • Knowledge of warranty management, repairs, replacements, inventory controls, and service-quality assurance.
  • Strong communication, stakeholder-management, and team-coaching skills.

Responsibilities

  • Oversee operational excellence, customer satisfaction, service quality, and cost efficiency across Sun King's EBD after-sales operations in Tanzania.
  • Oversee warranty management, repairs and replacements, customer escalations, field-service performance, and compliance with after-sales policies and SOPs.
  • Work closely with shop operations, field teams, refurbishment, and cross-functional teams, using operational data and continuous improvement initiatives to enhance service delivery, optimise costs, and strengthen the customer experience.
  • Review and improve after-sales processes, SOPs, and operational controls across shop and field operations.
  • Monitor compliance with warranty, repair, replacement, and refurbishment policies.
  • Identify operational gaps, implement corrective actions, and improve processes through a structured training calendar.
  • Oversee warranty claims, repairs, replacements, service turnaround times, and adherence to SLAs.
  • Monitor warranty expenditure, identify cost drivers, and improve after-sales cost efficiency.
  • Increase the use of refurbished replacements and manage service backlogs, stock-related issues, and warranty fraud.
  • Monitor NPS, CSAT, CES, customer complaints, and service escalations.
  • Ensure timely resolution of customer issues and recurring service failures.
  • Use customer feedback to improve service quality, retention, and the overall customer experience.
  • Coordinate training for Sun King Shop Executives (SSEs) and relevant field teams on product knowledge, troubleshooting, warranty policies, and after-sales processes.
  • Encourage effective use of Zendesk, Kazi Plan, and SAP through coaching and operational reviews.
  • Monitor training effectiveness and address capability gaps affecting service delivery.
  • Work closely with SSEs, technical teams, and refurbishment teams to improve repair quality and replacement outcomes.
  • Monitor No Trouble Found (NTF) rates for returned products at SSE shops and coordinate targeted training for specific shops.
  • Provide structured product-quality feedback to New Product Development and other relevant teams.
  • Maintain accurate after-sales performance trackers and dashboards.
  • Review operational trends, identify performance gaps, and coordinate corrective actions.
  • Track claims, turnaround times, customer experience, warranty costs, and process compliance.
  • Work with shop operations, field teams, customer service, refurbishment, warehousing, finance, and product teams to resolve operational bottlenecks.
  • Coordinate actions across relevant teams to improve service delivery, product quality, and customer outcomes.
  • Undertake other tasks assigned by the After Sales Manager.
  • Meet performance measures for warranty claim closure and SLA compliance; repair and replacement turnaround time; warranty expenditure relative to EBD revenue; refurbished replacement utilisation; customer experience measures including NPS, CSAT, and CES; customer escalation and fraud resolution; SOP compliance and operational controls; field-team training and capability development; NTF rates per shop; accuracy of service records and system transactions; new product reviews and product-quality feedback; and reporting accuracy and implementation of process improvements.

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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