After Sales Support Executive (m/w/d)

The After-sales Support executive will be the critical central point of contact for all inverter service-related activities in South Africa. This role is responsible for the efficient coordination, allocation, and follow-up of service claims and tickets, ensuring timely resolution to maximise system uptime and customer satisfaction. The Coordinator utilises remote system performance data to drive proactive service, manages communication between technicians, regional partners, and cross-functional teams, and ensures all operations adhere to Sun King's service quality standards.

What you would be expected to do

Service Coordination

• Service Ticket Allocation: Receive and process incoming service requests (claims, failures, maintenance alerts) and efficiently allocate tickets to the appropriate regional/zonal installers and technicians based on location, skill set, and workload.
• Timeline Management: Proactively track and monitor the status of all open service tickets, ensuring strict adherence to Service Level Agreements (SLAs) and internal closure timelines.
• Installer Follow-up & Support: Serve as the primary point of contact for field installers, providing necessary administrative support, clarifying ticket details, and consistently following up to ensure work completion and accurate report submission.
• Logistics Coordination: Coordinate with the logistics team for the timely movement and delivery of spare parts, replacement units, and tools to the field technicians to prevent delays.

Remote Monitoring & Performance Tracking

• System Performance Oversight: Daily monitor and analyze the performance of installed solar inverter systems using telemetry/remote monitoring dashboards to identify alarms, faults, and underperformance issues quickly.
• Claim Validation: Cross-reference customer-reported issues with remote diagnostic data to validate claim accuracy before dispatching technicians.
• Reporting: Generate daily and weekly service reports on key performance indicators (KPIs) such as Average Response Time, Resolution Time, Backlog Status, and First-Time-Fix-Rate for management review.
• Provide strategic insights to the After-Sales Manager to inform product development, service strategy, and resource planning.

Cross-Functional Communication

• Technical Escalation: Coordinate closely with the Senior Installation and Maintenance Engineer for all complex technical issues requiring advanced troubleshooting or root cause analysis.
• Warranty Documentation: Ensure all service claims and repair processes are meticulously documented in the CRM/Service Management System to support warranty claims, product failure analysis, and audit trails.
• Stakeholder Liaison: Coordinate with Sales, Product, and Customer Service teams to provide status updates on critical cases and communicate systematic issues from the field.

Technical Training & Capacity Building

• Design, develop, and deliver advanced technical training programs for Sun King technicians, installers, and partner networks.
• Create comprehensive training materials covering installation best practices, advanced troubleshooting, maintenance procedures, and telemetry interpretation.
• Act as a subject matter expert and technical mentor for the service team, fostering a culture of continuous learning and excellence.

You might be a strong candidate if you

• Have a minimum of National Diploma or Bachelors in Electrical Trades or equivalent qualification.
• A minimum of 3 years experience in Service Coordinator, Technical Support, or Logistics Coordination role, preferably within the solar, telecommunications, or a related power/electrical industry.
• Solid foundational knowledge of solar PV systems, inverters, batteries, and electrical principles.
• Strong communication and interpersonal skills, with the ability to coordinate and influence field teams effectively.
• Passionate about customer service and resolving issues.
• Expert-level knowledge of solar PV systems, battery storage, and off-grid electrical principles.
• Critical Thinker: Very strong ability to structure problems and drive towards solutions even in ambiguous situations.
• Entrepreneurial Spirit with qualities of being able to work independently and figure things out with innovative thinking, problem-solving skills, and presence of mind.
• Driven by the social mission to provide energy to consumers and employment to rural communities. Should be a value-driven individual.

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.