Customer Service Technician at Sun King

Location: Nairobi, Kenya

About the role:
We are seeking a dynamic and skilled Customer Service Engineer – Solar Inverters to join our aftersales team. In this role, you will:

• Provide technical support and services to ensure customer satisfaction and system performance.
• Play a critical role in diagnosing and resolving technical issues, conducting site visits, and ensuring optimal functionality of solar inverters in residential and commercial installations.
• Maintain and monitor customer service data records.
• Collaborate with relevant stakeholders within the company to achieve excellent customer service.

You will have the opportunity to work cross-functionally to find solutions for our customers, including product replacement requests, warranty claims, troubleshooting, logistics, and service training. If you are an excellent communicator obsessed with customer satisfaction, this role is for you!

What you would be expected to do:

• Perform inverter installations, commissioning, and installation support.
• Provide expert customer and technical support to all inverter customers/partners via phone, email, on-site visits, and any other customer support platforms.
• Coordinate with the call centre team to ensure effective and efficient resolution of all customer queries.
• Regularly review and update troubleshooting content
• Diagnose and troubleshoot technical issues related to solar inverter systems.
• Perform detailed onsite troubleshooting exercises
• Ensure timely processing and closure of all warranty claims and replacement requests.
• Perform timely diagnostics/screening/repairs on all customer returns while maintaining updated databases and reports.
• Perform inverter maintenance services.
• Conduct training sessions for the call centre team, internal teams, inverter installers, and Sun King partners.
• Collaborate in monthly installation audits and installer reviews.
• Prepare service reports and document technical resolutions.
• Maintain updated records of all customer service-related functions.
• Conduct data analysis to identify trends, and improvement opportunities to enhance customer service.
• Ensure compliance with safety and quality standards during all customer service activities.
• Provide feedback to improve product performance and customer experience.
• Collaborate with other internal stakeholders to address recurring issues.
• Any other relevant tasks as assigned by your supervisor.

You would be a strong candidate if you:

• Have at least a Bachelor’s degree in Electrical Engineering, Renewable Energy, or a related field.
• Have relevant EPRA licenses – T3.
• Have at least 3+ years of experience in after-sales services support in the solar inverter industry.
• Posses proven experience in solar inverter installations, troubleshooting, and maintenance.
• Have strong knowledge of solar PV systems and electrical wiring standards.
• Have proficiency in data analysis and experience with relevant software tools.
• Have proficiency in using diagnostic tools and software.
• Are excellent in problem-solving and analytical skills.
• Have strong interpersonal and communication abilities.
• Have strong customer service skills.
• Can work independently and collaboratively.
• Are willing to travel for on-site service operations and customer support (Approximately 50% travelling)