Solar After-Sales Technical Manager

Job location: Nampula, Mozambique.

About the role:

Sun King is looking for an After-Sales Manager to manage the After-Sales operations team in Mozambique. The position will oversee service delivery, warranty management, 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.

Responsibilities

After-Sales Service Management

• Ensure timely resolution of customer complaints, warranty claims and service requests.
• Monitor service turnaround time (TAT) and introduce improvements.
• 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).
• Coordinate with technology teams to ensure company systems, including applications, meet customer service needs.
• Develop new processes to 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 efficiency and profitability within the Mozambique service department, 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.

Skills

• 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 tailor communication to different audiences to achieve results.
• 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.

Benefits

• 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.