Job title: Service Center Technician -SHS, Lagos (Nigeria)
Company: Sun King
Job description: Service Center Technician -SHS, Lagos (Nigeria)
Department: Operations
Employment Type: Permanent – Full Time
Location: Nigeria
Reporting To: After Sales Manager
Description
Location: Lagos, Nigeria
The Team you will join:
The Sun King Operations team makes sure Sun King products are produced, shipped, imported, and distributed to consumers around the world and ensures that warranty products are promptly attended to, and end of life products are disposed of. The Operations team is comprised of innovative, solutions oriented people that work closely with Sun King’s global and regional Research and Procurement, Sales, Finance, and Marketing teams to make sure hundreds of thousands of Sun King products reach last-mile consumers each month.
About the Role:
Sun King is looking for a Service Technician to manage the Aftersales operations in Nigeria. 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 as well as with key stakeholders on the customer side, and service queries and builds smooth relations with internal & external customers, to achieve best-in-class customer satisfaction.
What you would be expected to do:
- Timely diagnostics and repairs of all customer returns from the assigned area.
- Maintain detailed reports on observed issues and actions taken.
- Regularly improve existing processes at the Service Centre.
- Ensure adoption of best practices for all Sun King products.
- Train partners and customer-facing departments in troubleshooting techniques.
- Ensure timely resolution of all customer queries, whether on the phone or in-person.
- Complete repairs or replacements within SLA.
- Maintain a thorough spare stock inventory for all components, published bi-weekly.
- Ensure 100% accuracy on physical vs. system values.
- Efficiently manage reverse logistics for all products requiring shipping to the Central Warehouse.
- Conduct training sessions for Service Center staff on new product releases and updated repair procedures.
- Work with the training department to enhance the technical skills of the service team.
- Implement and enforce quality control measures to ensure consistent and high-quality repairs.
- Regularly audit repaired products to verify adherence to established standards.
- Maintain accurate and up-to-date documentation of all service activities, including repairs, replacements, and customer interactions.
- Generate comprehensive reports on service center performance, highlighting key metrics and areas for improvement.
- Develop and distribute user-friendly guides or FAQs to educate customers on basic troubleshooting techniques and product maintenance.
- Organize workshops or webinars to educate customers on maximizing the benefits of Sun King products.
- Provide on-site technical assistance to field technicians or partners when necessary.
- Conduct periodic visits to remote locations to assess product performance and gather customer feedback.
You might be a strong candidate if you:
- Have minimum 3 years’ experience in a similar role
- Have a Bachelors/ Higher National Diploma in electronics/ computer electronics/ electronics engineering or related discipline.
- Hands on technical ability in electronics.
- Possesses a proficiency certificate in Microsoft office suite.
- Have Excellent oral and written communication skills as well as the ability to follow instructions.
- Are able to establish and maintain build relationships with those contacted during work, including Sun king clients.
- Have good time management skills
- Have NITA/ERC T2 certification will be considered as an added advantage.
- Have hands on technical ability in electronics.
What we offer (in addition to compensation and statutory benefits):
- An opportunity to grow as a professional in a dynamic, fast-growing, high impact industry.
- The chance to work in an open-minded, collaborative culture surrounded by enthusiastic Sun King employees who are driven by the challenge of continuously innovating and growing a smart, sustainable business with profound impact on the world.
- 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 Academy.
Expected salary:
Location: Lagos, Lagos State
Job date: Fri, 22 Dec 2023 04:47:40 GMT
