Senior Solar Installation and Maintenance Technician at Sun King (Formerly Greenlight Planet)

Greenlight Planet is on a mission to revolutionize rural energy access for the 1.5 billion off-grid villagers who use dirty, dangerous kerosene lanterns for light. In four years we've sold 1.6 million solar lights to off-grid families in South Asia and Africa— all paid for up-front, in cash— the latter 1 million customers acquired over the...

 

Senior Solar Installation and Maintenance Technician

  • Job TypeFull Time
  • QualificationBA/BSc/HND
  • Experience5 years
  • LocationNairobi
  • Job FieldEngineering / Technical 

About the role:

  • Sun King is looking for a Senior Solar Installation and Maintenance Technician  to support the Solar Inverter installations, maintenance, repairs, and improve product performance and services.  Build installations to set levels effectively in compliance with best practices, ensuring installation efficiency can be met within a safe, well-presented facility. Respond to technical issues affecting product performance, and maintain electrical and mechanical services through planned preventive maintenance. This role will be a key point of contact for the Sales team, cross-functional departments, and customers for after-sales and service queries. This role will work with all the stakeholders within Company and key stakeholders on the customer side for service queries and builds smooth relations with internal & external customers to obtain their loyalty to achieve best-in-class customer satisfaction.
  • 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 with an obsession with customer satisfaction, this role is for you! 

What you would be expected to do:

Quality Assurance:

  • Ensure standard and timely installation of solar inverter products in compliance with company and national standards.
  • Perform regular system and process audits to identify improvement opportunities.
  • Monthly installation audits and installer reviews.
  • Lead the diagnosis and resolution of complex technical inverter issues.
  • Ensure compliance with safety standards and regulatory requirements during all service activities.
  • Provide expert guidance to service teams and customers on the installation, maintenance, and troubleshooting of solar inverters.
  • Collaborate with relevant stakeholders to address recurring technical issues and provide feedback for improvements.

Customer Service:

  • Ensure excellent aftersales services for all inverter customers.
  • Manage and resolve escalated customer complaints.
  • Ensure all customer inquiries are responded to and resolved effectively.
  • Provide expert customer support, addressing inquiries and resolving issues related to inverter systems internally, virtually, and on-site.
  • Ensure timely closure of all warranty claims and replacement requests.
  • Ensure timely diagnostics and repairs on all customer returns while maintaining a report on all practical issues and actions.
  • Ensure seamless warranty claims and replacement processes.

Record Keeping, Data Analysis and Reporting:

  • Maintain accurate date records on all practical issues and actions.
  • Perform data analysis to identify trends, improve processes, and enhance customer experiences.
  • Provide periodic reports to management on the inverter activities.
  • Maintain detailed service records and generate technical reports

Drive Operational Efficiency:

  • Develop and implement service protocols, including preventive maintenance strategies.
  • Develop, implement, and maintain (SOPs) for inverter processes.
  • Collaborate with relevant stakeholders to address recurring challenges and drive continuous improvement initiatives.
  • Stay updated on emerging technologies and industry advancements to enhance service delivery.

Training:

  • Management of the Sun King Installer Academy
  • Collaborate with cross-functional teams to promote product education.
  • Provide mentorship and training to junior service engineers and technical staff.
  • Build training materials on installation, troubleshooting, maintenance, and repairs
  • Conduct advanced technical training for inverter installers, partners, and internal teams

Systems and process design: 

  • Coordinate with technology teams to ensure company systems meet customer service needs, including applications. Develop new processes to transform current service operations more efficiently. 
  • Any other business as assigned by your supervisor. 

You would be a strong candidate if you:

  • Have top marks at a top 5 Regional or Globally recognized universities with a degree in engineering or other relevant disciplines.
  • Have an advanced degree.
  • Possess 5 + experience in after-sales services support in the electronic consumer goods/ Solar Inverter system and mobile industry.
  • Have relevant EPRA licenses - T3.
  • Have strong knowledge of solar inverter systems, installation, troubleshooting and maintenance processes.
  • Have strong knowledge of solar PV systems, electrical wiring standards, and power electronics.
  • Are proficient in diagnostic tools, software, and remote monitoring platforms.
  • Have excellent verbal and written communication skills with the ability to distill information and understand how to communicate to different audiences to get results.
  • Are passionate about customer service and resolving issues
  • Are calm under pressure
  • Possess efficiency and organizational skills
  • Are critical thinker: Very strong ability to structure problems and drive towards solutions even in ambiguous situations
  • Have entrepreneurial spirit with qualities of being able to work independently and figure things out with innovative thinking, problem-solving skills, and presence of mind. 
  • Demonstrate humility
  • Are driven by the social mission to provide energy to consumers and employment to rural communities. Should be a value-driven individual.

Method of Application

Interested and qualified? Go to Sun King (Formerly Greenlight Planet) on sunking.pinpointhq.com to apply

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