Senior Service Technician, South Africa

Department: Operations

Employment Type: Permanent - Full Time

Location: South Africa

Reporting To: After Sales Manager

Description

What you will be expected to do:

• Quality Assurance: Perform timely diagnostics and repair on all customer returns from the assigned zone while maintaining a report on all observed issues and actions taken. Regular positive improvement of all the existing processes at theService centre every quota.
• Systems and process design: Coordinate with technology teams to ensure company systems meet customer service needs, including applications. Develop new processes to transform current service operations more efficiently.
• Training: Build training materials and hold training for partners about product troubleshooting, repairs, installation, and replacement processes when requested. Develop a thorough knowledge of the product and service the company your workforce is offering.
• Customer Service: Deliver a comprehensive service to inquiring customers. Find solutions and close product replacements and other warranty claims within the designated timelines. Delegate certain customer inquiries to specific teams when needed.
• Team Management: Manage the development and continuous improvement within the after-sales team. Provide guidance for team members’ careers. Drive professional growth within the team.
• Dispute Management: Manage a large number of incoming calls and emails, keeping a record of customer interactions and details of actions taken. Reportback on results addressing any issues/disputes from customers.
• Drive Operational Efficiency: Meet KPI goals, including service level timelines and customer net promoter scores.
• Documentation & MIS: Provide periodic reports to management on after-sales & service activities which includes but not limited to site assessment visits, installation monitoring & validation and over seeing of third party installers.

You might be a strong candidate if you have:

• A Diploma, Bachelor’s Degree or equivalent from a reputable institution in engineering, or other relevant disciplines.
• A minimum of 5 years experience in after-sales services team in the electronic consumer goods/Inverter industry.
• A Valid 3 Phase Wiremans Licence
• Have experience installing Solar Inverters.
• Excellent verbal and written communication skills with the ability to pass information and to different audiences in order to get results.
• A passion for resolving customer queries.
• Critical thinking skills. 
• An entrepreneurial spirit with qualities of being able to work without supervision and figure things out with innovative thinking, problem-solving skills, and presence of mind.

What Sun King offers:

• Professional growth in a dynamic, rapidly expanding, high-social-impact industry
• An open-minded, collaborative culture made up of enthusiastic colleagues who are driven by the challenge of innovation towards profound impact on people and the planet.
• A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.
• Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun Center for Leadership.