Solar After-Sales Technical Manager - Madagascar

Job location: Madagascar.

About the role:

Sun King is looking for an After-Sales Manager to oversee the After-Sales Operations team in Madagascar. The position covers service delivery, warranty administration, 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 measures to improve performance.
• 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)

Systems and Process Design

• Work with technology teams to ensure company systems meet customer service needs, including applications.
• Design and introduce processes that 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 service department efficiency and profitability in Madagascar, 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.
• Carry out any other duties assigned by the supervisor.

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 adapt communication to different audiences.
• 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.