Fresh Jobs at Sun King (Formerly Greenlight Planet)

Customer Care jobs, Engineering jobs, Technical jobs 

Customer Service Technician- Solar Inverters

About the role:
We are seeking a dynamic and skilled Customer Service Engineer – Solar Inverters to join our aftersales team. In this role, you will:

• Provide technical support and services to ensure customer satisfaction and system performance. 
• Play a critical role in diagnosing and resolving technical issues, conducting site visits, and ensuring optimal functionality of solar inverters in residential and commercial installations.
• Maintain and monitor customer service data records.
• Collaborate with relevant stakeholders within the company to achieve excellent customer service.

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 obsessed with customer satisfaction, this role is for you!

What you would be expected to do:

• Perform inverter installations, commissioning, and installation support.
• Provide expert customer and technical support to all inverter customers/partners via phone, email, on-site visits, and any other customer support platforms.
• Coordinate with the call centre team to ensure effective and efficient resolution of all customer queries.
• Regularly review and update troubleshooting content
• Diagnose and troubleshoot technical issues related to solar inverter systems.
• Perform detailed onsite troubleshooting exercises 
• Ensure timely processing and closure of all warranty claims and replacement requests.
• Perform timely diagnostics/screening/repairs on all customer returns while maintaining updated databases and reports.
• Perform inverter maintenance services.
• Conduct training sessions for the call centre team, internal teams, inverter installers, and Sun King partners.
• Collaborate in monthly installation audits and installer reviews.
• Prepare service reports and document technical resolutions.
• Maintain updated records of all customer service-related functions.
• Conduct data analysis to identify trends, and improvement opportunities to enhance customer service.
• Ensure compliance with safety and quality standards during all customer service activities.
• Provide feedback to improve product performance and customer experience.
• Collaborate with other internal stakeholders to address recurring issues.
• Any other relevant tasks as assigned by your supervisor.

You would be a strong candidate if you:

• Have at least a Bachelor’s degree in Electrical Engineering, Renewable Energy, or a related field.
• Have relevant EPRA licenses – T3.
• Have at least 3+ years of experience in after-sales services support in the solar inverter industry.
• Posses proven experience in solar inverter installations, troubleshooting, and maintenance.
• Have strong knowledge of solar PV systems and electrical wiring standards.
• Have proficiency in data analysis and experience with relevant software tools.
• Have proficiency in using diagnostic tools and software.
• Are excellent in problem-solving and analytical skills.
• Have strong interpersonal and communication abilities.
• Have strong customer service skills.
• Can work independently and collaboratively.
• Are willing to travel for on-site service operations and customer support (Approximately 50% travelling)

Service Centre Technician

About the role:

• Sun King is looking for a Service centre technician to join the Aftersales operations in Kenya. This role will be be responsible for conducting technical diagnostics of foulty products, quality inspections, and fault screening while ensuring accurate record-keeping and data analysis to improve product performance and customer satisfaction
• Support customer and partner inquiries, provide training, and drive process improvements to enhance customer satisfaction, service center operations and overall efficiency.
• Collaborate with relevant stakeholders within the company to achieve excellent customer service and product enhancements.
• 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:

Technical Diagnostics & Fault Screening

• Conduct diagnostics, screening, and repairs on all customer returns.
• Maintain accurate records of all screened and repaired units.
• Analyze fault trends to identify recurring issues and recommend improvements.
• Continuously enhance screening processes for efficiency.

Quality Control & Inspections

• Perform Incoming Quality Control (IQC) on all inward consignments.
• Conduct Quality Control (QC) checks as required and periodic half-year inventory inspections for aged stock.
• Maintain accurate reports on all quality assurance activities.
• Provide recommendations for corrective actions and future mitigation measures.
• Collaborations on special projects to improve product quality.

Data Analysis & Reporting

• Analyze screening and quality data to identify trends and improvement areas.
• Prepare and share reports with management for decision-making.
• Collaborate in monthly process and data reviews to enhance product and service quality.

Customer & Partner Support

• Ensure timely resolution of customer and partner support requests.
• Respond to customer queries via phone, email, and on-site visits while maintaining detailed records.
• Work with internal teams to resolve escalations and improve service processes.

Training & Knowledge Sharing

• Develop training materials and conduct training sessions on troubleshooting, repairs, and replacements.
• Support internal teams and Sun King partners in understanding and resolving product-related issues.

Process Improvement & System Design

• Work with internal teams to improve service center operations and workflows.
• Recommend and implement process enhancements for operational efficiency.
• Provide periodic reports to management on service center activities.

Other Duties

• Perform any other tasks as assigned by the supervisor to support quality assurance and customer service objectives.

You would be a strong candidate if you:

• Have a Bachelor’s degree or Diploma in Electrical Engineering, Renewable Energy, or a related field. 
• Have an advanced degree
• Have 3 + experience in after-sales services support in the electronic consumer goods/ mobile industry
• Demonstrate experience in solar Inverter installations.
• Are excellent in verbal and written communication skills with the ability to distill information and understand the way to communicate to different audiences in order to get results.
• Are passionate about customer service and resolving their issues
• Can maintain calm under pressure
• Are efficient and have great organizational skills
• Are a critical thinker: Very strong ability to structure problems and drive towards solutions even in ambiguous situations
• Possess 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
• Are driven by the social mission to provide energy to consumers and employment to rural communities. Should be a value-driven individual. 

Senior Solar Installation and Maintenance Technician

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

Use the link(s) below to apply on company website.

• Customer Service Technician- Solar Inverters
• Service Centre Technician
• Senior Solar Installation and Maintenance Technician