Solar After-Sales Technical Manager
Department: Operations
Employment Type: Permanent - Full Time
Location: Tanzania
Description
Location: Arusha
About the role:
The successful candidate will lead Sun King’s After-Sales Operations team in Tanzania, overseeing all aspects of service delivery to ensure exceptional customer satisfaction. This includes managing warranty processes, coordinating spare parts, providing technical support, and driving efficient after-sales operations.
They will manage and develop the after-sales team, optimise processes, and foster strong relationships with both customers and service partners. Additionally, the role requires close collaboration with internal and external stakeholders to build loyalty and deliver best-in-class customer experiences.
The successful candidate will also work cross-functionally to resolve customer needs, including product replacements, warranty claims, troubleshooting, logistics, and service training. If you are an excellent communicator with a passion for customer satisfaction, this role is for you!
What you would be expected to do:
After-Sales Service Management
- Ensure timely resolution of customer complaints, warranty claims, and service requests.
- Monitor service turnaround time (TAT) and implement improvements.
- Coordinate with technical teams, partners, and third-party service providers to deliver quality replacements, repairs/maintenance.
Team Leadership
- Supervise, mentor & guide the after-sales executives, technicians, and support staff.
- Conduct training sessions to enhance team customer handling and technical troubleshooting skills.
- Drive professional growth within the team, mentoring individuals to develop valuable skill sets.
Warranty & Spare Parts Coordination
- Oversee warranty administration, including approvals, rejections, and documentation.
- Manage spare parts inventory, ensuring availability and cost efficiency.
- Liaise with internal & external stakeholders for timely spare parts procurement.
Customer Relationship Management
- Maintain strong relationships with key clients, addressing escalations proactively.
- Conduct customer feedback surveys and implement service improvements.
- Ensure compliance with service level agreements (SLAs).
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.
Drive Operational Efficiency:
- Based on the global aftersales strategy, define and manage the coordination of the long-range strategic plans for the aftersales business based on future business growth.
- Maximise efficiency and profitability for the service department within Tanzania, in line with the current offerings and the projected business growth.
- Meet KPIs, including service level timelines and customer net promoter scores.
Reporting & MIS:
- Prepare and provide periodic reports on after-sales performance.
- Identify bottlenecks and implement process optimisations.
- Ensure compliance with company policies and industry regulations.
You might be a strong candidate if you have
- A degree in Engineering or a related discipline from a leading regional or globally recognised university; an advanced degree is an added advantage.
- 8+ years of proven success in after-sales service management within consumer electronics, renewable energy, or mobile industries, with a track record of achieving targets.
- Passion for customer service, with the ability to manage teams, resolve complex issues, and maintain composure under pressure.
- Excellent communication, organisational efficiency, critical thinking, and problem-solving skills, with the ability to work independently and drive solutions in ambiguous situations.
- Entrepreneurial spirit, humility, and a mission-driven approach, committed to delivering energy access and employment opportunities to communities.
What we offer (in addition to compensation and statutory benefits):
- A platform for professional growth in a rapidly expanding, high-impact sector.
- Immerse in a collaborative culture, energised by employees of Sun King who are collectively motivated by fostering a transformative, sustainable venture.
- A genuinely global environment: Engage and learn alongside a diverse group from varied geographies and backgrounds.
- Tailored learning pathways through the Sun King Centre for Leadership to elevate your leadership and managerial capabilities
