Testing and Repairs Officer at SunCulture Kenya Ltd

Kenya
Permanent
Full-time

7 days ago

Since the sale of our first kit in 2013, SunCulture has been on a mission to help smallholder farmers in Africa improve both crop yields and quality. We are driven to constantly innovate and improve our technology to make solar powered irrigation solutions truly affordable for the millions of farmers on the continentTesting and Repairs OfficerThis role requires diagnosing and addressing after sale issues that come from the field as well as implementing QA/QC measures to prevent after sales. The role requires you to be at the forefront of ensuring SunCulture products serve the client at the optimum and in case of an aftersale ensure the best solutions are provided to the customer within the shortest time possible.Key Responsibilities:

Ensure diagnosis and repair of all products and their accessories sent from the field and ensuring daily collection and transportation of all repaired items back to customers.
Evaluate all products returned as a result of an aftersale issue are within Warranty and if not advise the customer on the cost of repair.
Troubleshoot products both remotely and onsite to confirm if the product problem is a technical error or user error.
Identify solutions to resolve technical product design problems and escalate complex product issues
Research and interpret blueprints, schematics, and wiring diagrams to better troubleshoot all aftersale issues reported.
Complete quality assurance inspections, documenting corrective actions and ensure adequate amounts of quality certified products are ready for dispatch to customers
Set standards operation procedure for all product QA/QC, troubleshooting and repairs and ensure adherence.
Ensure proper communication, ticketing, and documentation of all aftersale issues
Generate daily, weekly, and monthly aftersale reports highlighting issues/ product default issues that need to be addressed from the manufacturer’s end.
Perform all aftersale product-related tasks assigned from time to time
Team Coordination
Collaborate closely with the aftersale engineering and call center teams to resolve all technical issues
Support the provision of training to the field technical teams on how to identify and resolve repair issues
Support the provision of training to field technical teams on how to instruct customers about process, usage, and maintenance.
Manage and resolve all aftersale issues within TAT of 48hrs from when product is received for repair
Develop positive and professional relationships with channel partners and service providers
Develop knowledge of all solar products and systems designed by SunCulture
Risk Management
Be proactive in identifying all product risks based on the aftersale issues reported daily.
Ensure the team is operating at full capacity to reduce aftersale issues and ask for extra manpower when needed to avoid burnout of team members.
Communicate and mitigate any risk factors that are encountered with the team while at work

Does this sound like you?

Bachelor’s degree in electrical or mechanical engineering, product design, business, or other relevant fields
3 years of experience in providing technical solutions within set TAT to deliver exceptional customer experience
Comfortable with ambiguity in a fast-evolving environment, and able to plan, be organized, and meet deadlines
Hands-on, detail-oriented with strong execution skills
Good communication skills and should ensure information communicated is clear and timely
Independent thinker able to thrive and make decisions in a fast-paced dynamic environment with little direction
Organized and an expert in time management
A proven ability to work with minimal supervision
Proactive, collaborative, organized, and curious problem solver with a “can-do” attitude

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