Senior Service Technician – After Sales

What you would be expected to do:

• Perform advanced diagnosis and repair of Sun King solar products and carry out systematic fault diagnosis using appropriate tools and testing equipment, documenting findings accurately for each job card.
• Manage repair workflows in the Service Centre, prioritising jobs by urgency, warranty status, and customer SLA standards.
• Ensure all repaired units are tested against Sun King quality standards before release, with full documentation of parts used, fault codes, and repair actions.
• Conduct Incoming Quality Control (IQC) checks on returned products to assess their condition.
• Perform Outgoing Quality Control (OQC) checks on all repaired and refurbished units before redeployment to ensure they meet Sun King's performance and safety standards.
• Handle product grading and condition assessment for warranty return goods and field return units, classifying units as repairable, refurbishable, or beyond economic repair (BER).
• Maintain workshop tools, equipment, and test rigs in good working order, flagging maintenance needs or replacements to the After Sales Manager.
• Ensure the workshop is kept clean, organised, and compliant with health and safety standards at all times.

• Conduct field visits to customer homes, partner locations, retailer outlets, and rural service points across Madagascar to perform on-site diagnosis and repair.
• Manage field repair kits and spare parts inventory carried for field service, ensuring accurate records of parts consumed during each field visit.
• Carry out installation checks and commissioning of replacement solar systems or components during warranty service visits.
• Assess and resolve escalated field complaints that could not be resolved remotely or by junior technicians, providing a definitive technical resolution on-site.
• Collect and document field observations, including product failure modes, installation quality issues, and environmental factors, and report findings to the After Sales Manager for root cause assessment.
• Represent Sun King professionally during all customer and partner interactions in the field, reflecting the brand's dedication to quality and customer satisfaction.
• Navigate Madagascar's diverse geography, including rural and remote areas, to deliver timely service across all assigned territories.

• Guide, supervise, and mentor a team of junior and mid-level service technicians in both Service Centre and field settings, ensuring consistent application of Sun King repair standards and procedures.
• Develop and deliver structured technical training sessions for junior technicians covering product architecture, fault diagnosis methodologies, repair techniques, and safe handling of electrical components.
• Create and maintain up-to-date technical training materials, repair guides, and troubleshooting SOPs — in French and Malagasy where required — to facilitate knowledge transfer across the team.
• Conduct regular skills assessments for junior technicians, identifying capability gaps and designing targeted development plans to address them.
• Provide real-time coaching and quality checks on repairs carried out by junior technicians, reviewing job cards and completed repairs before closure.
• Assist with the onboarding of newly hired technicians, ensuring they reach technical capability benchmarks within the defined probation period.
• Facilitate knowledge exchange within the team on new product types, recurring fault trends, and updated repair procedures communicated from the global technical team.
• Warranty Management & Spare Parts
• Process warranty claims accurately, ensuring all documentation (job cards, serial numbers, fault descriptions, parts used) is complete and submitted within defined timelines.
• Manage workshop spare parts inventory — including receipts, issues, and returns — maintaining accurate stock records and flagging replenishment needs before critical shortages occur.
• Coordinate the collection, logging, and secure storage of defective and warranty return goods pending dispatch for reverse logistics.
• Assist the After-Sales Manager in preparing spare parts consumption reports and forecasts based on repair volumes and fault trends.
• Ensure proper classification and labelling of all spare parts and returned goods in line with Sun King stock management standards.

• Maintain accurate and complete job cards for every repair — workshop and field — capturing fault diagnosis, repair actions, parts consumed, test results, and technician sign-off.
• Conduct periodic quality audits on completed repairs, identifying recurring errors or process gaps and implementing corrective measures within the team.
• Compile and submit weekly and monthly service activity reports covering repair volumes, fault type assessment, turnaround times, spare parts consumption, and warranty claim status.
• Identify and escalate product quality issues, unusual failure patterns, or systemic faults to the After Sales Manager and technical team for investigation.
• Contribute to continuous improvement initiatives by providing structured feedback on repair processes, tooling, spare parts availability, and training needs.

You might be a strong candidate if you have:

•  Degree in Engineering or another relevant discipline.
• An advanced degree is an added advantage.
• 4+ years of experience in a technical repair role, preferably with electronic consumer goods, mobile phones, or renewable energy products.
• Strong practical skills in soldering, component-level repair, and the use of multimeters and other diagnostic tools.
• The ability to interpret data, identify trends, and generate actionable insights.
• Strong verbal and written communication skills, with the ability to distil information and adapt messaging for different audiences.
• A passion for customer service and resolving customer issues.
• The ability to remain calm under pressure.
• Strong efficiency and organisational skills.
• The ability to assess complex situations and develop practical approaches in evolving environments.
• A resourceful approach, practical problem-solving skills, and the ability to work with minimal guidance while navigating unfamiliar situations.
• Humility and professionalism.
• A strong connection to the social mission of providing energy to consumers and creating employment opportunities in rural communities, as well as alignment with organisational values.

What Sun King offers:

• 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 King Centre for Leadership.