高级售后服务技术员

Job Description

The Senior Service Technician - After Sales is a hands-on technical coordination role focused on the diagnosis, repair, and servicing of Sun King solar products across both Service Centre and field environments in Madagascar. The role combines advanced technical repair capability with team coordination, guiding and mentoring a team of junior technicians, ensuring service quality standards are consistently upheld, and representing Sun King's after-sales excellence at the customer and partner level. The Senior Technician will work across the workshop bench, in the field, and in partner/retailer locations, and will play a key role in strengthening technical capability within the Madagascar service team.

What you would be expected to do

Product Diagnosis & Repair

• Perform advanced diagnosis and repair of Sun King solar products and carry out systematic fault diagnosis using appropriate tools and testing equipment, documenting findings accurately for each job card.
• Manage repair workflows in the Service Centre, prioritising jobs by urgency, warranty status, and customer SLA standards.
• Ensure all repaired units are tested against Sun King quality standards before release, with full documentation of parts used, fault codes, and repair actions.
• Conduct Incoming Quality Control (IQC) checks on returned products to assess their condition.
• Perform Outgoing Quality Control (OQC) checks on all repaired and refurbished units before redeployment to ensure they meet Sun King's performance and safety standards.
• Handle product grading and condition assessment for warranty return goods and field return units, classifying units as repairable, refurbishable, or beyond economic repair (BER).
• Maintain workshop tools, equipment, and test rigs in good working order, flagging maintenance needs or replacements to the After Sales Manager.
• Ensure the workshop is kept clean, organised, and compliant with health and safety standards at all times.

Field Repairs & On-Site Servicing

• Conduct field visits to customer homes, partner locations, retailer outlets, and rural service points across Madagascar to perform on-site diagnosis and repair.
• Manage field repair kits and spare parts inventory carried for field service, ensuring accurate records of parts consumed during each field visit.
• Carry out installation checks and commissioning of replacement solar systems or components during warranty service visits.
• Assess and resolve escalated field complaints that could not be resolved remotely or by junior technicians, providing a definitive technical resolution on-site.
• Collect and document field observations, including product failure modes, installation quality issues, and environmental factors, and report findings to the After Sales Manager for root cause assessment.
• Represent Sun King professionally during all customer and partner interactions in the field, reflecting the brand's dedication to quality and customer satisfaction.
• Navigate Madagascar's diverse geography, including rural and remote areas, to deliver timely service across all assigned territories.

Training & Team Coordination

• Guide, supervise, and mentor a team of junior and mid-level service technicians in both Service Centre and field settings, ensuring consistent application of Sun King repair standards and procedures.
• Develop and deliver structured technical training sessions for junior technicians covering product architecture, fault diagnosis methodologies, repair techniques, and safe handling of electrical components.
• Create and maintain up-to-date technical training materials, repair guides, and troubleshooting SOPs - in French and Malagasy where required - to facilitate knowledge transfer across the team.
• Conduct regular skills assessments for junior technicians, identifying capability gaps and designing targeted development plans to address them.
• Provide real-time coaching and quality checks on repairs carried out by junior technicians, reviewing job cards and completed repairs before closure.
• Assist with the onboarding of newly hired technicians, ensuring they reach technical capability benchmarks within the defined probation period.
• Facilitate knowledge exchange within the team on new product types, recurring fault trends, and updated repair procedures communicated from the global technical team.

Warranty Management & Spare Parts

• Process warranty claims accurately, ensuring all documentation (job cards, serial numbers, fault descriptions, parts used) is complete and submitted within defined timelines.
• Manage workshop spare parts inventory - including receipts, issues, and returns - maintaining accurate stock records and flagging replenishment needs before critical shortages occur.
• Coordinate the collection, logging, and secure storage of defective and warranty return goods pending dispatch for reverse logistics.
• Assist the After-Sales Manager in preparing spare parts consumption reports and forecasts based on repair volumes and fault trends.
• Ensure proper classification and labelling of all spare parts and returned goods in line with Sun King stock management standards.

Quality Assurance & Reporting

• Maintain accurate and complete job cards for every repair - workshop and field - capturing fault diagnosis, repair actions, parts consumed, test results, and technician sign-off.
• Conduct periodic quality audits on completed repairs, identifying recurring errors or process gaps and implementing corrective measures within the team.
• Compile and submit weekly and monthly service activity reports covering repair volumes, fault type assessment, turnaround times, spare parts consumption, and warranty claim status.
• Identify and escalate product quality issues, unusual failure patterns, or systemic faults to the After Sales Manager and technical team for investigation.
• Contribute to continuous improvement initiatives by providing structured feedback on repair processes, tooling, spare parts availability, and training needs.

You might be a strong candidate if you have

• Degree in Engineering or another relevant discipline.
• An advanced degree is an added advantage.
• 4+ years of experience in a technical repair role, preferably with electronic consumer goods, mobile phones, or renewable energy products.
• Strong practical skills in soldering, component-level repair, and the use of multimeters and other diagnostic tools.
• The ability to interpret data, identify trends, and generate actionable insights.
• Strong verbal and written communication skills, with the ability to distil information and adapt messaging for different audiences.
• A passion for customer service and resolving customer issues.
• The ability to remain calm under pressure.
• Strong efficiency and organisational skills.
• The ability to assess complex situations and develop practical approaches in evolving environments.
• A resourceful approach, practical problem-solving skills, and the ability to work with minimal guidance while navigating unfamiliar situations.
• Humility and professionalism.
• A strong connection to the social mission of providing energy to consumers and creating employment opportunities in rural communities, as well as alignment with 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.