About the role

After-Sales Manager for Sun King leading after-sales operations in Malawi. Ensuring customer satisfaction through efficient service delivery, warranty management, and technical support.

Responsibilities

Oversee after-sales operations, ensuring high customer satisfaction through efficient service delivery, warranty management, spare parts coordination, and technical support.
Manage a team, optimising 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.
Ensure timely resolution of customer complaints, warranty claims, and service requests.
Monitor service turnaround time (TAT) and implement improvements.
Supervise, mentor & guide the after-sales executives, technicians, and support staff.
Conduct training sessions to enhance team customer handling and technical troubleshooting skills.
Oversee warranty administration, including approvals, rejections, and documentation.
Manage spare parts inventory, ensuring availability and cost efficiency.
Maintain strong relationships with key clients, addressing escalations proactively.
Conduct customer feedback surveys and implement service improvements.
Ensure compliance with service level agreements (SLAs).
Coordinate with technology teams to ensure company systems meet customer service needs, including applications.
Prepare and provide periodic reports on after-sales performance.
Identify bottlenecks and implement process optimizations.

Top marks at a top 5 Regional or globally recognised 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.

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.