Senior Service Technician – After Sales

Employment: Permanent - Full Time Workplace: Onsite Job Location: Madagascar About the Role: The Senior Service Technician – After-Sales is a hands-on technical role focused on diagnosing, repairing and servicing Sun King solar products across Service Centre and field environments in Madagascar. The position combines advanced technical repair expertise with team oversight, including mentoring junior technicians, maintaining high service quality standards and promoting Sun King's after-sales standards across customer and partner interactions. The Senior Technician will operate across workshop facilities, field locations and partner or retailer premises, while playing an important part in building technical expertise and improving service delivery across the Madagascar team. What you would be expected to do: Customer Service & Warranty Resolution Manage a high volume of warranty claims and complaints across various channels, including in-person, phone and digital platforms, in both Portuguese and English. Communicate effectively with customers, shops, EBD partners and retailers throughout the resolution process, providing timely updates and setting clear expectations. Validate warranty claims according to company policies and procedures, maintaining customer satisfaction while minimising financial impact. Ensure timely closure of warranty claims within established SLA timelines and quality standards. Investigate product issues thoroughly, identify root causes and establish appropriate solutions for Sun King products in the Mozambique market. Identify complex or recurring issues and escalate them to relevant internal teams for further investigation and resolution. Track and review warranty trends specific to the Mozambique market to identify opportunities to improve product quality, service processes and customer experience. Coordinate with the Sales and EBD teams to align after-sales service standards with commercial contracts and ensure consistent delivery against contract SLAs. Monitor partner-level warranty claim performance and provide structured feedback and coaching to improve resolution rates and turnaround times. SAP Data Entry & Transaction Management Complete structured and timely SAP entries on a daily, weekly and monthly basis, covering all after-sales transactions, including warranty claims, service orders, repair job cards, goods receipts, goods issues and returns. Create and process Service Notifications, Service Orders (CS module) and Repair Orders in SAP, ensuring accurate classification, coding and status updates throughout the lifecycle. Record and process all field return goods movements in SAP, including material returns (MIGO), transfer postings and scrapping transactions, maintaining full traceability from receipt to final disposition. Process spare parts issues and receipts in SAP, ensuring all stock movements are accurately recorded and completed on time against the correct cost centres, plant codes and storage locations. Execute month-end and period-close entries for the after-sales function, including GR/IR reconciliation, open order clearance and stock valuation updates. Maintain accurate master data, including material master, service master, customer master and equipment records, and flag discrepancies to the system administrator for resolution. Data Integrity & System Hygiene Conduct regular SAP data audits to identify and correct errors, including duplicate entries, incorrect material codes, misclassified service orders and open transactions that should be closed. Monitor and resolve GR/IR mismatches, unconfirmed service orders and outdated open purchase requisitions or orders related to after-sales activities. Establish data entry standards across the after-sales team by developing SOPs, checklists and training guides that promote consistent and accurate system usage. Identify data quality issues that affect reporting accuracy and work with relevant teams to implement corrective and preventive measures. Participate in SAP system upgrades, configuration changes and new module rollouts by testing transactions, validating data migration and documenting outcomes. Spare Parts & Reverse Logistics Oversee the management and tracking of spare parts inventory for the Mozambique after-sales operation, ensuring adequate stock levels at all service points. Process and coordinate spare parts requests from service centres, shops and field technicians, ensuring timely fulfilment and accurate documentation. Manage the reverse logistics flow of defective, returned and warranty-replaced products, ensuring field return goods are collected, logged, assessed and directed for repair, refurbishment or disposal. Coordinate with the Logistics and Warehouse teams to ensure spare parts movements across Mozambique locations are accurately recorded and reconciled. Identify slow-moving, excess or obsolete spare parts inventory and escalate findings for review and corrective measures. Reporting & Performance Monitoring Generate and distribute standard after-sales reports on a daily, weekly and monthly basis, including warranty ageing reports, open service ticket summaries, spare parts consumption reports and return goods status reports. Prepare monthly after-sales performance packs for management review, combining SAP data with field inputs and commentary on variances against targets. Track and report after-sales cost elements, including warranty costs, repair labour, spare parts expenditure and write-offs, enabling Finance to maintain accurate accruals. Monitor SLA and TAT compliance for service and repair orders, highlighting breaches and emerging trends to management. Communication & Relationship Management Serve as the primary contact for after-sales inquiries and customer issues, as well as matters raised by internal and external stakeholders in Mozambique. Establish and maintain effective working relationships with internal teams and external partners to facilitate problem-solving and coordination across the region. Provide clear and concise communication through written reports, presentations and verbal discussions in both Portuguese and English. You might be a strong candidate if you have: A degree from a recognised regional or globally recognised university in Engineering or another relevant discipline. An advanced degree is an added advantage. At least 4 years of experience in an operational, data interpretation or inventory management role, preferably within after-sales services, logistics or the consumer goods sector. Fluency in Portuguese, both spoken and written, and proficiency in English. This is essential for the Mozambique market. Strong data interpretation and presentation skills, with the ability to translate findings into practical recommendations. High proficiency with ERP systems, with SAP experience being a significant advantage, and advanced skills in Microsoft Excel or Google Sheets for data evaluation and reporting. Strong verbal and written communication skills, with the ability to present information clearly and adapt messaging for different audiences. A genuine interest in customer service and a clear focus on resolving customer issues promptly and professionally. A resourceful approach, with the ability to manage work with minimal guidance, navigate unfamiliar situations, apply practical problem-solving skills and exercise sound judgement. Experience handling spare parts inventory, warranty logistics or reverse logistics in a field-based environment. Openness to travel within Mozambique and, where required, to other Sun King markets in the region. Strong organisational and time-management skills. The ability to assess complex situations, identify key considerations and develop practical approaches in changing environments. Humility, integrity and professionalism. A genuine interest in Sun King's social mission of providing energy to consumers and creating employment opportunities in rural communities, with a clear alignment to 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. We place great importance on sustaining a diverse, inclusive work environment. We believe that innovation and understanding comes from diversity on every spectrum. We work to make sure every Sun King team member knows that they belong, knowing that sustaining an inclusive workplace requires conscious effort and is a continuous journey, not an end-state. Sun King recruits, employs, trains, compensates and promotes people based on their experience, skills, effort, and results. We explicitly prohibit discrimination on the basis of race, religion, caste, national origin, colour, gender, marital status, family structure, sexual orientation, HIV/AIDS status, or disability.