Does this sound like you?

• Bachelor's degree in electrical or mechanical engineering, product design, business, or other relevant fields

• 3 years of experience in providing technical solutions within set TAT to deliver exceptional customer experience

• Comfortable with ambiguity in a fast-evolving environment, and able to plan, be organized, and meet deadlines

• Hands-on, detail-oriented with strong execution skills

• Good communication skills and should ensure information communicated is clear and timely

• Independent thinker able to thrive and make decisions in a fast-paced dynamic environment with little direction

• Organized and an expert in time management

• A proven ability to work with minimal supervision

•  Proactive, collaborative, organized, and curious problem solver with a “can-do” attitude

•  Ensure diagnosis and repair of all products and their accessories sent from the field and ensuring daily collection and transportation of all repaired items back to customers.

• Evaluate all products returned as a result of an aftersale issue are within Warranty and if not advise the customer on the cost of repair.

• Troubleshoot products both remotely and onsite to confirm if the product problem is a technical error or user error.

• Identify solutions to resolve technical product design problems and escalate complex product issues

• Research and interpret blueprints, schematics, and wiring diagrams to better troubleshoot all aftersale issues reported.

• Complete quality assurance inspections, documenting corrective actions and ensure adequate amounts of quality certified products are ready for dispatch to customers

• Set standards operation procedure for all product QA/QC, troubleshooting and repairs and ensure adherence.

• Ensure proper communication, ticketing, and documentation of all aftersale issues

• Generate daily, weekly, and monthly aftersale reports highlighting issues/ product default issues that need to be addressed from the manufacturer's end.

• Perform all aftersale product-related tasks assigned from time to time

Team Coordination

• Collaborate closely with the aftersale engineering and call center teams to resolve all technical issues

• Support the provision of training to the field technical teams on how to identify and resolve repair issues

• Support the provision of training to field technical teams on how to instruct customers about process, usage, and maintenance.

• Manage and resolve all aftersale issues within TAT of 48hrs from when product is received for repair

• Develop positive and professional relationships with channel partners and service providers

• Develop knowledge of all solar products and systems designed by SunCulture

Risk Management

• Be proactive in identifying all product risks based on the aftersale issues reported daily.

• Ensure the team is operating at full capacity to reduce aftersale issues and ask for extra manpower when needed to avoid burnout of team members.

• Communicate and mitigate any risk factors that are encountered with the team while at work