Senior Service Technician at Sun King (Formerly Greenlight Planet)

About the role:

• Sun King is looking for a Service Technician to manage the aftersales operations in Nigeria.
• This role will be a key point of contact for the sales team, cross-functional departments, and customers for after-sales and service queries.
• The person in this role will work with stakeholders within company as well as with key stakeholders on the customer side for installation, and service queries and build smooth relations with internal and external customers, to achieve best-in-class customer satisfaction.

What you would 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 issues observed and the action taken. Regular positive improvement of all the existing processes at the Service entre every quota.
• Systems and process design: Coordinate with technology teams to ensure company systems, including applications meet customer service needs. 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 work for is offering.
• Customer service: Deliver a comprehensive service to inquiring customers. Find solutions and ensure product replacements and other warranty claims are closed within the designated timelines. Delegate certain customer inquiries to specific teams when needed.
• Team management: Continuous improvement within the after-sales team. Provide guidance for team members’ careers. Drive professional growth within the team, mentoring team members to develop valuable skillsets.
• Dispute management: Manage a calls and emails, keeping a record of customer interactions and details of actions taken. Report back on results addressing any issues/disputes from customers.
• Drive operational efficiency: Meet KPI goals including service level timelines and customer net promoter scores.
• Documentation: Provide periodic reports to management on after-sales; service activities. Any other business as assigned by your supervisor.

You might be a strong candidate if you have/are:

• A Bachelor’s degree or its equivalent from a reputable institution in engineering, or other relevant disciplines.
• Minimum 3 years experience in after-sales services in the electronic consumer goods/Inverter industry.
• Excellent verbal and written communication skills with the ability to distill information and also communicate to different audiences in order to get results.
• Passionate about customer service and resolving their issues.
• Critical Thinker: ability to structure problems and drive towards solutions even in ambiguous situations.
• Entrepreneurial spirit with qualities of being able to work and figure things out with innovative thinking, problem-solving skills, and presence of mind.