Department: Operations
Position: Associate - Aftersales Product Engineer
Reporting to: Manager- Aftersales Product Engineer
About the role
Reporting to the Manager - After-Sales Product Engineer this role requires you to always ensure that all aftersales issues brought to your attention are resolved in a timely manner. The role requires you to be at the forefront of ensuring SunCulture products serve the client at the optimum and in case of an aftersales ensure the best solutions are provided to the customer within the shortest time possible.
Key Responsibilities
Ensure diagnosis and repair of all products and their accessories that have been assigned to you.
Evaluate all products assigned to confirm that they are within warranty and if not seek clarity from your manager on the next steps
Troubleshoot products both remotely and onsite to confirm if the product problem is a technical error or user error.
Identify solutions to resolve technical aftersales issues and escalate complex product issues
Complete quality assurance after repairs to ensure the product is 100% functional after repairs
Documenting all corrective actions taken for each aftersales issue reported and ensuring all repairs done are collected and transported back to the customer.
Ensure all the set standards operation procedures are adhered to for all product repairs
Ensure all products assigned for aftersales are uploaded on the ticketing system and resolution documented as well
Generate daily, weekly, and monthly aftersales reports as needed
Stand-in for your manager as and when needed
Perform all aftersales product-related tasks assigned from time to time
Team Management
Collaborate closely with all team members to resolve all technical issues
Provide training to customers and engineers as and when needed.
Manage and resolve all aftersales issues within TAT of 48hrs from when product is received for repair
Risk Management
Be proactive in identifying all product risks based on the aftersale issues reported daily.
Operate at full capacity for timely resolution of after-sale issues and ask for help when needed to avoid delays and burnout
Communicate and mitigate any risk factors that are encountered with the team while at work
Does This Sound Like You?
2-3 years of experience in handling after-sale issues
Diploma/Degree in electrical or mechanical engineering, product design, business, or other relevant fields;
Able to fluently communicate in English; Swahili is a plus
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
High integrity values with discretion in using budgetary allocation for the department
A proven ability to work with minimal supervision
Proactive, collaborative, organized, and curious problem solver with a “can-do” attitude