Job Description

Senior Service Technician

Department: Operations

Employment Type: Permanent - Full Time

Location: South Africa

Description

Location: Johannesburg, South Africa

The team you will join:

The Sun King Operations team ensures Sun King products are produced, shipped, imported, and distributed to consumers worldwide and ensures that warranty products are promptly attended to and end-of-life products are responsibly disposed of.

The Operations team comprises innovative, solutions-oriented people working closely with Sun King's global and regional Research and Procurement, Sales, Finance, and Marketing teams to ensure hundreds of thousands of Sun King products reach last-mile consumers each month.

About the Role:
Sun King is looking for a Senior Service Technician to join its team. This role will work with all different units within Company as well as with stakeholders on the customer side for service queries and builds smooth relations with internal & external customers to obtain their loyalty to achieve best-in-class customer satisfaction. You will have the opportunity to work cross-functionally to find solutions for our customers, including product replacement requests, warranty claims, troubleshooting, logistics, and service training. If you are an excellent communicator with an obsession with customer satisfaction, this role is for you!

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 observed issues and actions taken. Regular positive improvement of all the existing processes at the Service 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 work for 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, mentoring individuals to develop valuable skill sets.
• Dispute Management: Manage a large number of incoming 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 & MIS: Provide periodic reports to management on after-sales & service activities.

You might be a strong candidate if you:

• Bachelor's Degree or its equivalent from a reputable institution in engineering, or other relevant disciplines.
• An advanced degree is welcome
• Minimum 3 years experience in after-sales services team in the electronic consumer goods/Inverter industry
• Excellent verbal and written communication skills with the ability to pass information and to different audiences in order to get results.
• Passionate about customer service and resolving their issues
• Efficiency and organizational skills
• Critical Thinker: Very strong ability to structure problems and drive towards solutions even in ambiguous situations
• 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.
• Demonstrates humility
• Driven by the social mission to provide energy to consumers and employment to rural communities. Should be a value-driven person.

What we offer (in addition to compensation and statutory benefits):

• An opportunity to grow as a professional in a dynamic, fast growing, high impact industry.
• The chance to work in an open minded, collaborative culture surrounded by enthusiastic people who are driven by the challenge of continuously innovating and growing a smart, sustainable business with profound impact on the world.
• 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 King Academy.

We place great importance on sustaining a diverse, inclusive work environment.

• We believe that diversity (of race, gender, sexual orientation, religion, ethnicity, national origin, personality type, perspective, and all the other fascinating characteristics that make us different) enriches innovation and our competitiveness in the market.
• We strive to ensure diverse perspectives inform critical decisions, and we actively work towards ensuring all our employees feel like they belong. We also know that sustaining an inclusive workplace requires conscious effort and is a continuous journey, not an end-state.
• Sun King recruits, employs, trains, compensates and promotes individuals based on experiences and demonstrated job performance, regardless of race, color, religion, sex, marital status, sexual orientation, national origin, HIV/AIDS status, disability, or any other protected characteristic as established by law.

Sun King