After-Sales Manager- East

After-Sales Manager- East & Southern Africa

Department: Operations

Employment Type: Permanent - Full Time

Location: Kenya

Description
Job Location: Nairobi, Kenya

About the Role

Sun King is seeking an After-Sales Manager to oversee the After-Sales Operations team across multiple East and South African countries. This role will oversee after-sales operations, ensuring high customer satisfaction through efficient service delivery, warranty management, spare parts coordination, and technical assistance. 

The role involves managing an after-sales team across the East and Southern Africa  markets, optimising processes, maintaining strong relationships with customers and service partners, and building strong relationships with internal and external customers to secure their retention and 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 obsessed with customer satisfaction, this role is for you 

What you will be expected to do: 1. Team Management

• Guide, mentor, and develop the After-Sales Operations team across multiple countries in East Africa.
• Set clear performance goals, conduct regular reviews, and foster a culture of continuous improvement and customer-centricity.
• Conduct training sessions to enhance team customer handling and technical troubleshooting skills.
• Drive professional growth within the team, mentoring team members to develop valuable skill sets.

2. After-Sales Service Management

• Oversee the entire after-sales service lifecycle, including warranty claims, product replacements, returns, and repairs.
• Develop and optimise after-sales processes and Standard Operating Procedures (SOPs) to enhance efficiency, reduce resolution time, and control costs.
• Ensure accurate and timely documentation and reporting of all after-sales activities.

3. Spare Parts & Technical Guidance

• Manage the spare parts supply chain, including forecasting, inventory management, and distribution to service centres and partners.
• Coordinate with technical and product teams to provide effective troubleshooting guides and solutions for field issues.
• Oversee the technical training program for service partners and internal teams to improve first-time fix rates.

4. Customer & Partner Relationship Management:

• Build and maintain strong, lasting relationships with a network of service partners, distributors, and key customers.
• Act as an escalation point for complex customer issues, ensuring swift and satisfactory resolution to secure customer retention.
• Proactively gather customer feedback to drive improvements in products and services.

5. Cross-Functional Partnership:

• Work closely with Sales, Marketing, Product, and Logistics teams to find integrated solutions for customers.
• Provide critical insights from the field to help improve product design, quality, and customer communication.

6. Reporting & MIS:

• Use data-focused insights to identify trends, anticipate emerging concerns, and implement proactive strategies.
• Prepare and provide periodic reports on after-sales performance.
• Ensure compliance with company policies and industry regulations.
• Any other business as assigned by your supervisor. 

You might be a strong candidate if you have:

• Top marks at a top 5 Regional or globally recognised University with a degree in engineering or other relevant disciplines. 
• An advanced degree.
• 8+ years of experience in after-sales services operations in the electronic consumer goods/ renewable energy, or mobile industry
• Proven experience managing teams and operations across multiple countries in East Africa.
• Strong knowledge of warranty management, spare parts logistics, and technical service delivery.
• Excellent problem-solving skills with the ability to manage complex customer issues and replacement requests
• Excellent verbal and written communication skills with the ability to distil information and discern how to communicate to different audiences to get results.
• Data skills, with experience using CRM systems, and interpreting performance metrics to drive operational choices.
• Passion in customer service and resolving their issues
• The powerful ability to structure problems and drive towards solutions even in ambiguous situations
• Entrepreneurial Spirit with qualities of being able to work with self-direction and figure things out with innovative thinking, problem-solving skills, and presence of mind. 
•  A mindset that demonstrates humility
• A drive guided by the social mission to provide energy to consumers and employment to rural communities. 
•  A values-centred personality that aligns with this mission

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.

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, color, gender, marital status, family structure, sexual orientation, HIV/AIDS status, or disability.

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