Service Centre Technician

Department: Operations

Employment Type: Permanent - Full Time

Location: Zambia

Reporting To: After Sales Manager

Description

• The Service Centre Technician will ensure the diagnosing faulty products, conducting quality inspections and fault screening, and maintaining accurate records and data to improve product performance and customer satisfaction. The successful candidate will help customers and partners, provide training, improve service processes and operations, and work with internal stakeholders. They will also handle product replacements, warranty claims, troubleshooting, logistics, and service training while maintaining a strong focus on excellent customer service and satisfaction.

What you would be expected to do:

• Conduct diagnostics, screening, and repairs on all customer returns.
• Maintain accurate records of all screened and repaired units.
• Check fault trends to identify recurring issues and recommend improvements.
• Continuously enhance screening processes for efficiency.

• Perform Incoming Quality Control (IQC) on all inward consignments.
• Conduct Quality Control (QC) checks as required and periodic half-year inventory inspections for aged stock.
• Maintain accurate reports on all quality assurance activities.
• Provide recommendations for corrective actions and future mitigation measures.
• Teamwork on special projects to improve product quality.

• Check screening and quality data to identify trends and improvement areas.
• Prepare and give reports with management.
• Work with the team in monthly process and data reviews to enhance product and service quality.

• Ensure timely resolution of customer and partner requests.
• Answer customer queries via phone, email, and on-site visits while maintaining detailed records.
• Work with internal teams to resolve escalations and improve service processes.

• Develop training materials and conduct training sessions on troubleshooting, repairs, and replacements.
• Assist internal teams and Sun King partners in knowing and resolving product-related issues.

• Work with internal teams to improve service center operations and workflows.
• Recommend and implement process enhancements for operational efficiency.
• Provide periodic reports to management on service center activities.

You might be a strong candidate if you:

• Bachelor’s degree or Diploma in Electrical Engineering, Renewable Energy, or a related field.
• An advanced degree is welcome
• 3 + experience in after-sales services in the electronic consumer goods/ mobile industry
• Must demonstrate experience in solar Inverter installations.
• Excellent verbal and written communication skills with the ability to distill information and know the way to communicate to different audiences in order to get results.
• Passionate about customer service and resolving their issues
• The ability to maintain calm under pressure
• 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 without supervision and figure things out with innovative thinking, problem-solving skills, and presence of mind.
• Demonstrates humility

What we offer (in addition to compensation and statutory benefits):

• 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.