Solar After-Sales Technical Manager
Greenlight Planet
full-time
Posted on:
Location Type: Hybrid
Location: Lilongwe • 🇲🇼 Malawi
Visit company websiteJob Level
SeniorLead
About the role
- 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.
Requirements
- 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.
Benefits
- 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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
after-sales operationswarranty managementspare parts coordinationtechnical supportprocess optimizationcustomer feedback surveysservice level agreementsinventory managementreportingtechnical troubleshooting
Soft skills
customer satisfactionteam managementcommunication skillsproblem-solvingcritical thinkingorganizational skillscalm under pressureentrepreneurial spirithumilityrelationship building