Manager - Aftersale Product Engineering at SunCulture Kenya Ltd - Burbank, United States - Jobwebkenya

Description

Job Description

Since the sale of our first kit in , SunCulture has been on a mission to help smallholder farmers in Africa improve both crop yields and quality.

We are driven to constantly innovate and improve our technology to make solar powered irrigation solutions truly affordable for the millions of farmers on the continent.

About the role:

Reporting to the Head of Operations, this role requires the manager to oversee all product after-sale issues that come from the field in real-time.

The role involves analyzing and developing plans to improve all parts of the after-sale in relation to customers, repair process, repairing cost and invoicing, preparing the after-sale plan ensuring TAT is adhered to, and attaining high customer satisfaction level.

The role requires being at the forefront of ensuring SunCulture products serve the client optimally and providing the best solutions to customers within the shortest time possible.

Key Responsibilities:
Ensure diagnosis and repair of all products and their accessories sent from the field.

Spearhead evaluation of all products returned due to after-sale issues and confirm warranty status; advise on repair costs if not covered.

Troubleshoot products remotely and on-site to identify technical or user errors.

Identify and escalate complex technical product design problems to the R&D team.

Research and interpret blueprints, schematics, and wiring diagrams for troubleshooting.

Complete quality assurance inspections, document corrective actions, and ensure timely return of repaired items.

Set standard operating procedures for troubleshooting and repairs; ensure adherence.

Ensure proper communication, ticketing, and documentation of all after-sale issues.

Generate daily, weekly, and monthly after-sale reports highlighting issues for manufacturer attention.

Conduct quality checks post-repair to monitor product functionality and identify areas for improvement.

Analyze statistics to define customer service levels and satisfaction.

Team Management

Collaborate with the after-sale engineering team to resolve technical issues.

Provide training to technical and field engineers on repair processes and customer interactions.

Manage and resolve all after-sale issues within a 48-hour TAT.

Develop relationships with channel partners and service providers.

Transfer knowledge of solar products and systems to customer-facing teams.

Risk Management

Identify product risks based on daily after-sale reports.

Ensure team capacity to reduce issues and request additional support when needed.

Communicate and mitigate risk factors encountered by the team.


Requirements:
Bachelor's degree in electrical or mechanical engineering, product design, or related fields; Master's Degree is an added advantage. Energy Regulatory Commission (ERC)

License:
Solar PV T3 is a plus.

Over 5 years of after-sale handling experience, team management experience, ability to train and transfer knowledge, track record of resolving issues within 48 hours, good communication skills, ability to work independently and collaboratively, integrity, ability to work under minimal supervision, proactive problem solver.

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