Sun King

Off-grid solar home systems provider

After-Sales Technical Manager

Customer ExperienceUpdated on Nov 13

Full-timeAntananarivo, MadagascarNo 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 adapt communication to different audiences.
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

Ensure timely resolution of customer complaints, warranty claims and service requests.
Monitor service turnaround time and introduce measures to improve performance.
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 to ensure 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.
Work with technology teams to ensure company systems, including applications, meet customer service needs.
Design and introduce processes that 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 service department efficiency and profitability in Madagascar, 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.
Carry out other duties assigned by the supervisor.

Desired Qualifications

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

Job location: Madagascar.

About the role:
Sun King is looking for an After-Sales Manager to oversee the After-Sales Operations team in Madagascar. The position covers service delivery, warranty administration, spare parts coordination and technical assistance, with a focus on customer satisfaction and service quality.

The role involves managing a team, improving operational processes, maintaining productive relationships with customers and service partners, and strengthening coordination with internal and external stakeholders to encourage customer retention and deliver a high standard of service.

After-Sales Service Management

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

Team Management

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.

Warranty and Spare Parts Coordination

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.

Customer Relationship Management

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 (SLAs)

Systems and Process Design

Work with technology teams to ensure company systems meet customer service needs, including applications.
Design and introduce processes that improve the efficiency of current service operations.

Operational Efficiency

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 service department efficiency and profitability in Madagascar, in line with current product offerings and projected business growth.
Meet key performance indicators (KPIs), including service turnaround timelines and customer Net Promoter Scores.

Reporting and Management Information Systems (MIS)

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.
Carry out any other duties assigned by the supervisor.

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

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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