Senior Service Technician - Phones

Senior Service Technician - Phones

Location: Arusha About the role: The successful candidate will lead Sun King's mobile phone after-sales support operations in Tanzania, ensuring exceptional service delivery and managing the end-to-end process for returned devices. They will serve as the technical expert for the phone product line, driving process excellence through automation, training, and continuous improvement. In this role, the candidate will work on reducing costs, enhancing efficiency, and embedding sustainable practices in refurbishment and waste management. If you are passionate about technology, process optimization, and delivering outstanding customer satisfaction, this role is for you.

Key Responsibilities

Service Delivery & Technical Support

• Manage the end-to-end process for returned mobile devices, including initial diagnosis, quality control, and final disposition (repair, refurbish, replace, or recycle).
• Ensure the timely and accurate resolution of warranty claims and service tickets, adhering strictly to company policies.
• Conduct detailed analysis of returned devices to identify root causes and reduce NTF (No Trouble Found) rates.

Partner Training & Enablement

• Train and certify SSCs and partner staff on product knowledge, troubleshooting techniques, warranty policies, and replacement processes.
• Work with the cross-functional team to design and deliver training programs for new products and after-sales initiatives.

Process Excellence & Continuous Improvement

• Develop, update, and enforce Standard Operating Procedures (SOPs) for all phone after-sales processes, from returns to waste management.
• Manage process improvement and automation projects, and customer support portal enhancements.
• Produce monthly warranty and replacement trend analysis reports to identify issues and drive proactive solutions.
• Maintain accurate and up-to-date documentation, including troubleshooting guides, warranty policies, and partner status reports.

Vendor & Sustainability Management

• Manage relationships with vendors for smartphone refurbishment and waste management, including contract negotiation and Terms of Engagement (TOE).
• Ensure all waste management partners are certified and comply with environmental regulations and Sun King's disposal policies.
• Oversee the invoicing and payment process for vendors, ensuring accuracy and timeliness.

Reporting & Analytics

• Develop and maintain dashboards and trackers to monitor key performance indicators (KPIs) such as turnaround time, NTF rate, and partner performance.
• Provide regular reports to the After-Sales Manager on operational performance and suggest areas for improvement.

You Might Be a Strong Candidate If You Have:

• A degree in Engineering or a related discipline from a top regional or globally recognized university; an advanced degree is an advantage.
• 5+ years of experience in a technical after-sales role within the mobile phone industry (manufacturer, service centre, or major retailer), with strong expertise in repair, troubleshooting, and quality control.
• A proven ability to interpret data, identify trends, and generate actionable insights to improve service delivery and efficiency.
• Excellent communication skills, strong critical thinking, organizational efficiency, and the ability to stay calm under pressure while driving solutions.
• An entrepreneurial, humble, and customer-focused mindset, with a passion for delivering energy access and creating community impact.

What We Offer (In Addition to Compensation and Statutory Benefits):

• 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 Centre for Leadership to elevate your leadership and managerial capabilities.

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.