Service Center Technician - (Cotonou, Benin Republic)
Permanent - Full TimeJob Overview
Location: Cotonou, Benin Republic
About the role:
Sun King is looking for a Service Technician to install, maintain and repair Solar Home Systems and Solar Inverters, as well as improve product and service performance.
Build installations to set levels effectively in compliance with best practices, ensuring installation efficiency can be met within a safe, well-presented facility. Adress 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 stakeholders within the Company and with key stakeholders on the customer side on service issues, and build smooth relationships with internal and external customers to ensure both customer loyalization and the highest possible customer satisfaction.
You will have the opportunity to work cross-functionally to find solutions for our customers, including installations, product replacement requests, warranty claims, troubleshooting, logistics, and service training.
You will have the opportunity to work cross-functionally to find solutions for our customers, including installations, product replacement requests, warranty claims, troubleshooting, logistics, and service training.
What you would be expected to do
- Installation & Service: Attend installation requests and service queries, identify faults, and resolve the issue with minimum downtime. Develop a schedule and carry out planned maintenance for the Inverter and associated accessories.
- Quality Assurance: Carry out a diagnosis of faults, maintenance, and repairs to all types of technical issues of the products 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.
- 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 you 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.
- 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.
- Any other business as assigned by your supervisor.
You might be a strong candidate if you have
- Top marks at a top 5 Regional or Globally recognised universities with an electrical Diploma or degree in engineering or other relevant disciplines.
- An advanced degree is welcome.
- Certified by the Local government.
- 3+ years of experience in the consumer electronics, solar inverter systems and mobile industry.
- Excellent verbal and written communication skills with the ability to distil information and comprehend how to communicate to different audiences to get results.
- Passionate about customer service and resolving issues
- The ability to maintain calm under pressure
- Efficiency and organisational 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 unsupervised 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.