Solar After-Sales Technical Manager - Malawi
Permanent - Full TimeJob Overview
Job location: Malawi - Lilongwe
About the role:
Sun King is looking for an After-Sales Manager to lead the After-Sales operations team in Malawi. This role will oversee after-sales operations, ensuring high customer satisfaction through efficient service delivery, warranty management, spare parts coordination, and technical support. The role involves managing a team, optimising processes, maintaining strong relationships with customers and service partners, and building smooth relations with internal and external customers to obtain their loyalty and achieve best-in-class customer satisfaction.
About the role:
Sun King is looking for an After-Sales Manager to lead the After-Sales operations team in Malawi. This role will oversee after-sales operations, ensuring high customer satisfaction through efficient service delivery, warranty management, spare parts coordination, and technical support. The role involves managing a team, optimising processes, maintaining strong relationships with customers and service partners, and building smooth relations with internal and external customers to obtain their loyalty and achieve best-in-class customer satisfaction.
What you will 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 Malawi, 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 optimizations.
- Ensure compliance with company policies and industry regulations.
- Any other business as assigned by your supervisor.
You might be a strong candidate if you have/are
- Top marks at a top 5 Regional or globally recognised University with a degree in engineering or other relevant disciplines.
- An advanced degree is welcome
- 8+ years of experience in after-sales services support in the electronic consumer goods/ renewable energy, or 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.
- Passionate about customer service and resolving their issues
- The ability to maintain calm under pressure
- Efficiency and organizational skills
- Critical Thinker: Powerful 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.
- Demonstrates humility
- Driven by the social mission to provide energy to consumers and employment to rural communities. Should be a value-driven individual.