Sun King is looking for an After-Sales Manager to manage the After-Sales operations team in Nigeria. 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 and achieve best-in-class customer satisfaction.
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.
- Conduct training sessions to enhance team customer handling and technical troubleshooting skills.
- Encourage 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 Nigeria, in line with the current offerings and the projected business growth.
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.
You might be a strong candidate if you
- Have Bachelors degree or Higher Diploma from a recognized institution with a degree in engineering or other relevant disciplines.
- An advanced degree is an added advantage.
- 8+ years experience in after-sales services in renewable energy, electronic consumer goods/ mobile industry.
- Demonstrated experience in managing the After Sales Service department in a fast paced environment.
- Excellent verbal and written communication skills with the ability to distill information and ability to manage stake holders to get results.
- Passionate about customer service and resolving their issues.
- Efficiency and organizational skills.
- Entrepreneurial Spirit with qualities of being able to work. without supervision and figure things out with innovative thinking, problem-solving skills, and presence of mind.
What Sun King Offers
- Professional growth in a dynamic, rapidly expanding, high-social-impact industry
- An open-minded, collaborative culture made up of enthusiastic colleagues who are driven by the challenge of innovation towards profound impact on people and the planet.
- A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.
- Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun Center for Leadership.
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Sun King is looking for a Service Technician to manage the Aftersales operations in Nigeria. 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 as well as with key stakeholders on the customer side for installation, and service queries and builds smooth relations with internal and external customers, to achieve best-in-class customer satisfaction.
What you would be expected to do
- Quality Assurance: Perform timely diagnostics and repair on all customer returns from the assigned zone while maintaining a report on all issues observed and the action taken. Regular positive improvement of all the existing processes at the Service entre every quota.
- Systems and process design: Coordinate with technology teams to ensure company systems, including applications meet customer service needs. Develop new processes to transform current service operations more efficiently.
- Training: Build training materials and hold training for partners 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 ensure product replacements and other warranty claims are closed within the designated timelines. Delegate certain customer inquiries to specific teams when needed.
- Team Management: Continuous improvement within the after-sales team. Provide guidance for team members’ careers. Drive professional growth within the team, mentoring team members to develop valuable skillsets.
- Dispute Management: Manage a 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: 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
- Bachelor’s Degree or its equivalent from a reputable institution in engineering, or other relevant disciplines.
- Minimum 3 years experience in after-sales services in the electronic consumer goods/Inverter industry.
- Excellent verbal and written communication skills with the ability to distill information and also communicate to different audiences in order to get results.
- Passionate about customer service and resolving their issues.
- Critical Thinker: 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.
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