Sun King

Off-grid solar home systems provider

After Sales Associate - Phones

Customer SupportUpdated on Nov 13

Full-timeLomé, TogoNo salary listedIn-person

About the Job

Requirements

A bachelor’s degree or higher diploma from a recognized institution in engineering or another relevant discipline is required.
At least 5 years of experience in a technical after-sales role within the mobile phone industry, such as with a handset manufacturer, service centre, or major retailer.
Strong expertise in mobile phone repair, troubleshooting, and quality control is required.
Ability to interpret data, identify trends, and generate actionable insights is required.
Strong verbal and written communication skills, including the ability to distil information and communicate effectively to different audiences, are required.
Efficiency and organizational skills are required.
Ability to structure problems and drive toward solutions in ambiguous situations is required.
Ability to work independently and find solutions through innovative thinking, problem-solving, and sound judgment is required.
Commitment to the social mission of providing energy to consumers and employment to rural communities, and alignment with the organization’s values, is required.

Responsibilities

Manage the end-to-end process for returned mobile devices, including initial diagnosis, quality control, and final disposition through repair, refurbishment, replacement, or recycling.
Ensure timely and accurate resolution of warranty claims and service tickets in accordance with company policies.
Analyze returned devices to identify root causes and reduce No Trouble Found rates.
Train and certify service centre and partner staff on product knowledge, troubleshooting techniques, warranty policies, and replacement processes.
Collaborate with cross-functional teams to design and deliver training programs for new products and after-sales initiatives.
Develop, update, and enforce standard operating procedures for phone after-sales processes, from returns to waste management.
Lead process-improvement and automation projects and enhancements to the customer support portal.
Produce monthly warranty and replacement trend analysis reports to identify issues and drive proactive solutions.
Maintain accurate, current documentation, including troubleshooting guides, warranty policies, and partner status reports.
Manage vendor relationships for smartphone refurbishment and waste management, including contract negotiations and Terms of Engagement.
Ensure waste-management partners are certified and comply with environmental regulations and the company’s disposal policies.
Oversee vendor invoicing and payment processes to ensure accuracy and timeliness.
Develop and maintain dashboards and trackers to monitor key performance indicators, including turnaround time, No Trouble Found rate, and partner performance.
Provide regular reports to the After-Sales Manager on operational performance, challenges, and improvements.
Perform other business duties as assigned by the supervisor.

Desired Qualifications

An advanced degree is welcome.

Location: Lome, Togo

About the Role:
Sun King is seeking a highly skilled and process-driven After-Sales Senior Service Technician for Phones to lead our mobile phone after-sales support operations in Togo. This role is critical for ensuring exceptional service delivery, managing the end-to-end process of returned devices, and driving process excellence through automation and training. You will be the technical expert for our phone product line, responsible for reducing costs, improving efficiency, and ensuring sustainable
practices in refurbishment and waste management. This role is for you if you are passionate about technology, process improvement, and customer satisfaction.

1. Service Delivery and Technical Support

Manage the end-to-end process for returned mobile devices, including initial diagnosis, quality control, and final disposition (repair, refurbish, replace, or recycle).
Ensure the timely and accurate resolution of warranty claims and service tickets, adhering strictly to company policies.
Conduct detailed analysis of returned devices to identify root causes and reduce NTF (No Trouble Found) rates.

2. Partner Training and Enablement

Train and certify SSCs and partner staff on product knowledge, troubleshooting techniques, warranty policies, and replacement processes.
Collaborate with the cross-functional team to design and deliver training programs for new products and after-sales initiatives.

3. Process Excellence and; Continuous Improvement

Develop, update, and enforce Standard Operating Procedures (SOPs) for all phone after-sales processes, from returns to waste management.
Lead process improvement and automation projects, and customer support portal enhancements.
Produce monthly warranty and replacement trend analysis reports to identify issues and drive proactive solutions.
Maintain accurate and up-to-date documentation, including troubleshooting guides, warranty policies, and partner status reports.

4. Vendor and Sustainability Management

Manage relationships with vendors for smartphone refurbishment and waste management, including contract negotiation and Terms of Engagement (TOE).
Ensure all waste management partners are certified and comply with environmental regulations and Sun King’s disposal policies.
Oversee the invoicing and payment process for vendors, ensuring accuracy and timeliness.

5. Reporting and Analytics

Develop and maintain dashboards and trackers to monitor key performance indicators (KPIs) such as turnaround time, NTF rate, and partner performance.
Provide regular reports to the After-Sales Manager on operational performance, challenges, and improvements.
Any other business as assigned by your supervisor.

Have Bachelors degree or Higher Diploma from a recognized institution with a degree in engineering or other relevant disciplines.
An advanced degree is welcome
5+ years of experience in a technical after-sales role, specifically within the mobile phone industry (with a handset manufacturer, service centre, or major retailer).
Strong expertise in mobile phone repair, troubleshooting, and quality control..
Ability to interpret data, identify trends, and generate actionable insights.
Excellent verbal and written communication skills with the ability to distil information and understand how to communicate to different audiences to get results.
Efficiency and organizational skills
Critical Thinker: Powerful ability to structure problems and drive towards solutions even inambiguous 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.
Driven by the social mission to provide energy to consumers and employment to rural communities. Should be a value-driven individual.

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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