Solar Installation and Maintenance Technician
Fixed Term ContractJob Overview
Location: Freetown, Sierra Leone
Duration: Please note that the role is for a 6 months tenure.
Duration: Please note that the role is for a 6 months tenure.
About the Role:
Sun King is seeking a highly skilled and motivated Installation & Maintenance Technician to join our Sierra Leone team. This role is critical to ensuring our customers have a flawless experience with our solar inverter systems. You will be the frontline expert for managing installation requests, performing maintenance, resolving technical issues, and ensuring the highest standards of quality and customer service. Your work will directly impact customer satisfaction, product reliability, and the Sun King brand reputation. This role is for you if you are a technically proficient problem-solver who takes pride in delivering top-quality workmanship.
What you would be expected to do
Installation & Service:
- Attend to installation requests and service queries, developing an efficient schedule for service delivery.
- Identify faults and resolve technical issues with minimum customer downtime.
- Carry out planned maintenance for inverters and associated accessories to ensure optimal performance and longevity.
Quality Assurance:
- Conduct diagnosis of faults, maintenance, and repairs on all product-related technical issues in a safe, timely, and professional manner.
- Ensure all work is undertaken to a high-quality standard, adhering to all company and industry safety and quality regulations.
- Return products to full operational service following repairs.
Training & Knowledge:
- Build comprehensive training materials and hold training sessions for partners and customers on product troubleshooting, repairs, installation, and replacement processes.
- Develop and maintain thorough expert knowledge of Sun King products and services.
Customer Service & Dispute Management:
- Deliver comprehensive service to inquiring customers, finding effective solutions to their issues.
- Manage a large number of incoming calls and emails, keeping detailed records of customer interactions and actions taken.
- Process product replacements and warranty claims within designated timelines.
- Address and resolve customer disputes effectively, reporting on results and escalating issues when necessary.
Drive Operational Efficiency:
- Meet and exceed KPI goals, including service level timelines and customer satisfaction metrics like Net Promoter Score (NPS).
Documentation & MIS:
- Maintain accurate records of all service activities.
- Provide periodic reports to management on after-sales and service performance, including common issues and resolutions.
You might be a strong candidate if you
- Have a degree or its equivalent in engineering or other relevant disciplines.
- A minimum of 3+ years of hands-on experience installing, maintaining, and troubleshooting solar inverter systems and battery-based power backups.
- Proven ability to diagnose faults methodically and perform high-quality repairs.
- Passionate about customer service and resolving 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 and figure things out with innovative thinking, problem-solving skills, and presence of mind.