Associate After Sales Manager- Ethiopia

Department: Operations

Employment Type: Permanent - Full Time

Location: Kenya

Reporting To: After Sales Manager - ESA

Description

What you will be expected to do

• Ensure timely resolution of customer complaints, warranty claims, and service requests.
• Monitor service turnaround time (TAT) and implement improvements to enhance service delivery.
• Coordinate with technical teams, service partners, and third-party providers to ensure quality repairs, maintenance, and product replacements.

• Manage, coach, and mentor After-Sales Executives, technicians, and service staff to achieve high service standards and business results.
• Organise training sessions to strengthen customer service, technical troubleshooting, and service delivery capabilities.
• Promote continuous learning and professional development across the team, enabling team members to expand their skills and technical expertise.

• Oversee warranty administration, including approvals, rejections, and documentation, in line with company policies.
• Manage spare parts inventory to maintain availability, control costs, and meet service requirements.
• Coordinate with internal teams and external partners to ensure timely procurement and distribution of spare parts.

• Build and maintain productive relationships with key customers, addressing escalations promptly and effectively.
• Conduct customer feedback surveys, review findings, and implement improvements to the service experience.
• Monitor compliance with service level standards and ensure consistent service quality.

• Work with technology teams to ensure company systems and applications meet customer service and operational requirements.
• Review existing workflows and develop improved processes that enhance efficiency, service quality, and the overall customer experience.

• Translate the global After-Sales strategy into long-term operational plans for Ethiopia, accounting for business growth, evolving service requirements, and future customer needs.
• Improve the efficiency and profitability of the After-Sales function in line with current service offerings and projected business growth.
• Monitor performance against key performance indicators (KPIs), including service turnaround times and customer Net Promoter Scores (NPS).
• Identify opportunities to improve service delivery, resource utilisation, and operational performance.

• Prepare and present periodic reports on After-Sales performance, service quality, and operational efficiency.
• Identify operational bottlenecks and implement process improvements based on performance data.
• Ensure adherence to company policies, service standards, and applicable industry regulations.
• Carry out other duties assigned by the supervisor, as required.

You might be a strong candidate if you have:

• A degree in Engineering or another relevant discipline from a recognized regional or international university. Strong academic performance is an advantage.
• An advanced degree is an added advantage.
• 8+ years of experience in After-Sales Service or service operations within the consumer electronics, renewable energy, or mobile industry.
• Experience managing an After-Sales Service department, with accountability for service delivery, operational targets, and customer satisfaction.
• Excellent written and verbal communication skills, with the ability to present complex information clearly and adapt communication to different audiences.
• A demonstrable commitment to customer service and the ability to resolve customer issues effectively.
• The ability to maintain composure and exercise sound judgment when managing changing priorities or demanding situations.
• Strong organizational skills, attention to detail, and effective time-management abilities.
• The ability to apply critical thinking and structured problem-solving to address complex situations and develop practical solutions, even when information is limited.
• Demonstrable initiative, adaptability, and resourcefulness in improving processes, identifying opportunities, and implementing new ideas.
• Fluency in English and Amharic.
• Strong alignment with Sun King's mission to expand access to energy and create employment opportunities in rural communities, along with the ability to articulate how the company's values translate into your work.

What Sun King offers:

• A platform for professional growth in a rapidly expanding, high-impact sector.
• Immerse in a collaborative culture, energized by employees of Sun King who are collectively motivated by fostering a transformative, sustainable venture.
• A genuinely global environment: Engage and learn alongside a diverse group from varied geographies and backgrounds.
• Tailored learning pathways through the Sun King Center for Leadership to elevate your leadership and managerial capabilities.