After Sales Manager

After Sales Manager

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, optimizing 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 recognized 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.

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.

About Sun King

Sun King is the world's leading off-grid solar energy company, combining cutting-edge product design, fintech, and field operations to deliver energy access for the 1.8 billion people who live without an affordable and reliable electric-grid connection. Sun King has connected more than 20 million homes to solar power across Africa and Asia, adding over 200,000 homes each month. Sun King makes solar products affordable to low-income households and businesses via 'pay-as-you-go' purchase financing. Sun King installs solar after customers pay a small deposit. Customers then make small, manageable payments of as little as US $0.11 a day via mobile money or cash. Instead of paying for expensive, polluting, and health-damaging kerosene for lighting or diesel for power, customers unlock savings through accessing solar power and after one to two years of payments, customers own their solar equipment outright. To date, our Sun King solar products have saved customers more than $4 billion cumulatively. Sun King collects payments digitally through mobile money systems and its 28,000 field agents — over 650,000 payments each day. Embedded electronics inside each Sun King device regulate usage based on payments, similar to the operation of a pre-paid mobile or electricity meter. From cost-effective solar systems that provide home lighting and phone charging to robust solar inverters that can power high-energy appliances such as laptops, computers, refrigerators, and more, effectively acting as a full stand-in for grid power, Sun King's products cater to a wide range of income segments and energy needs. Leveraging its proven distribution network and brand, Sun King is expanding its range of products and services to encompass clean cooking, electric mobility, entertainment, and more, aiming to address the needs of our underserved customers. Sun King employs 2,800 full-time staff in 12 countries, with specialties spanning product design, data science, logistics, customer service, sales, software, operations, and more — all with a passion to serve off-grid families.

Sun King is committed to gender diversity in the workplace. Women represent 44% of Sun King's workforce.