Sun King Senior Service Technician Jobs in Tanzania
Sun King is looking for a Senior Service Technician to support the Solar Inverter installations, maintenance, repairs, and improve product performance and services. Build installations to set levels effectively in compliance with best practices, ensuring installation efficiency can be met within a safe, well-presented facility. Respond to technical issues affecting product performance, and maintain electrical and mechanical services through planned preventive maintenance.
This role will be a key point of contact for the Sales team, cross-functional departments, and customers for after-sales and service queries. This role will work with all the stakeholders within Company and key 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 obsessed with customer satisfaction, this role is for you!
What you would be expected to do
Installation & Service: Attend Installations request, and service queries, identify faults, and resolve the issue with minimum downtime. Build and manage the installer & technician network. Develop a schedule, and carry out planned maintenance for the Inverter.
Quality Assurance: Carry out a diagnosis of faults, maintenance, and repairs to all types of technical issues of the product in a safe, timely, and professional manner and return the product to operational service. Ensure all work is undertaken to a high-quality standard and adheres to all standard quality regulations. Regular positive improvement of all the existing processes at the Service Center 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/ customers 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: Lead the development and continuous improvement within the after-sales
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
A degree qualification from a recognised institution, preferably in Technical Related subject
3 + experience in after-sales services support in the electronic consumer goods/ Solar Inverter system and mobile industry.
Demonstrated experience managing the After Sales Service department in a target-driven role.
Excellent verbal and written communication skills with the ability to distil information and understand how to communicate to different audiences to get results.
Strong organisational skills with the ability to prioritise, multi-task, and execute in a fast-paced environment
The ability to cultivate strong business relationships and work within a team
Proficiency in computer skills, including Microsoft Office Suite
Very strong ability to structure problems and drive towards solutions even in ambiguous situations
Entrepreneurial Spirit with qualities of being able to work independently and figure things out with innovative thinking, problem-solving skills, and presence of mind.
How to Apply
For more information and job application details, see; Sun King Senior Service Technician Jobs in Tanzania
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