Solar After-Sales Technical Manager - Madagascar

Employment: Permanent - Full Time Workplace: Hybrid Job location: Madagascar. About the role: Sun King is looking for an After-Sales Manager to oversee the After-Sales Operations team in Madagascar. The position covers service delivery, warranty administration, spare parts coordination and technical assistance, with a focus on customer satisfaction and service quality. The role involves managing a team, improving operational processes, maintaining productive relationships with customers and service partners, and strengthening coordination with internal and external stakeholders to encourage customer retention and deliver a high standard of service. What you will be expected to do After-Sales Service Management Ensure timely resolution of customer complaints, warranty claims and service requests. Monitor service turnaround time (TAT) and introduce measures to improve performance. Coordinate with technical teams, partners and third-party service providers to deliver quality replacements, repairs and maintenance. Team Management Oversee the work of After-Sales Executives, technicians and service personnel. Conduct training sessions to improve customer handling and technical troubleshooting skills. Encourage professional growth across the team through coaching, mentoring and skills development. Guide team members in building the technical and service capabilities required for their roles. Warranty and Spare Parts Coordination Oversee warranty administration, including approvals, rejections and documentation. Manage spare parts inventory, ensuring availability and cost efficiency. Liaise with internal and external stakeholders to facilitate timely spare parts procurement. Customer Relationship Management Maintain productive relationships with key clients and address escalations in a timely manner. Conduct customer feedback surveys and use the findings to improve service delivery. Ensure adherence to service level requirements (SLAs) Systems and Process Design Work with technology teams to ensure company systems meet customer service needs, including applications. Design and introduce processes that improve the efficiency of current service operations. Operational Efficiency Apply the global After-Sales strategy to define and manage long-range plans for the After-Sales business, taking projected business growth into account. Improve service department efficiency and profitability in Madagascar, in line with current product offerings and projected business growth. Meet key performance indicators (KPIs), including service turnaround timelines and customer Net Promoter Scores. Reporting and Management Information Systems (MIS) Prepare and submit periodic reports on After-Sales performance. Identify operational bottlenecks and introduce process improvements. Ensure adherence to company policies and applicable industry regulations. Carry out any other duties assigned by the supervisor. You might be a strong candidate if you have A degree in Engineering or another relevant discipline from a recognised regional or global university. A strong academic record is preferred. An advanced degree is an added advantage. At least 8 years of experience in After-Sales services within the consumer electronics, renewable energy or mobile industry. A track record of managing an After-Sales Service department in a role with clear performance targets. Excellent verbal and written communication skills, with the ability to present information clearly and adapt communication to different audiences. A strong interest in customer service and resolving customer concerns. The ability to remain calm and effective under pressure. Strong organisational and time management skills. Critical thinking skills, with the ability to structure complex problems and develop practical solutions when information may be limited. An entrepreneurial mindset, with the ability to work with limited direction, identify practical solutions and apply innovative approaches to operational issues. - Humility and a willingness to learn. - Motivation by the social mission of providing energy access to consumers and creating employment opportunities in rural communities. - Dedication to company values and the purpose of the organisation. 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 Center for Leadership.