Service Centre Technician

Service Centre Technician Department: Operations Employment Type: Permanent - Full Time Location: Nairobi, Kenya Reporting To: Country Aftersales Manager About This Opportunity Sun King, a leader in clean energy solutions, is seeking a Service Centre Technician to join our Aftersales operations team in Nairobi. You'll play a vital role in diagnosing faulty products, conducting quality inspections, and maintaining detailed records that drive continuous product improvement and customer satisfaction. In this position, you'll respond to customer and partner inquiries with expertise, deliver training, and champion process improvements across our service center operations. Working collaboratively with internal stakeholders, you'll tackle diverse challenges from product replacements and warranty claims to troubleshooting and service training—all while maintaining an unwavering commitment to customer satisfaction. Key Responsibilities Technical Diagnostics and Fault Screening Perform comprehensive diagnostics, screening, and repairs on all customer returns with precision and care. Maintain meticulous records of every screened and repaired unit to ensure full traceability. Analyze fault patterns to spot recurring issues and propose actionable improvements. Continuously refine screening processes to boost efficiency without compromising quality. Quality Control and Inspections Execute Incoming Quality Control checks on all inbound shipments. Conduct periodic Quality Control assessments and half-yearly inventory inspections for aged stock. Document all quality assurance activities thoroughly and provide recommendations for corrective actions and preventive strategies. Collaborate with the team on special initiatives aimed at elevating product quality. Data Analysis and Reporting Mine screening and quality data for meaningful trends and improvement opportunities. Prepare comprehensive reports for management that inform strategic decision-making. Participate actively in monthly process and data reviews to strengthen both product and service quality standards. Customer and Partner Support Address customer and partner requests promptly and professionally. Handle inquiries through phone, email, and on-site visits while maintaining detailed documentation. Work alongside internal teams to resolve escalations and strengthen service processes. Develop and deliver training materials covering troubleshooting, repairs, and replacements. Guide internal teams and Sun King partners through product troubleshooting and resolution. Process Improvement and Operations Collaborate with internal teams to streamline service center operations and workflows. Identify and implement process enhancements that drive operational efficiency. Submit periodic activity reports to management detailing service center performance. What We're Looking For You hold a Bachelor's degree or Diploma in Electrical Engineering, Renewable Energy, or a related field (advanced degree is a plus). You bring 3+ years of hands-on experience in after-sales services for electronic consumer goods or the mobile industry. You're organized, efficient, and demonstrate strong problem-solving capabilities. Experience with solar inverter installations is highly valued. Your communication—both written and verbal—is clear and compelling, allowing you to adapt your message for different audiences and achieve results. You remain composed under pressure and possess genuine passion for resolving customer issues. You exhibit critical thinking skills, structuring complex problems and driving toward innovative solutions even in uncertain environments. You're self-motivated, entrepreneurial, and capable of working independently with creative problem-solving instincts. You're driven by Sun King's mission to deliver energy access to consumers and create employment in rural communities, with values that align with our social impact vision. Why Join Sun King Grow your career within a dynamic, rapidly expanding sector focused on meaningful social impact. Thrive in an open, collaborative culture led by passionate innovators committed to transforming lives and protecting our planet. Experience genuine multiculturalism by working with colleagues across geographies, nationalities, and diverse backgrounds. Access structured, personalized learning and development through the Sun Centre for Leadership, designed to enhance your capabilities as a professional and leader. Sun King is committed to building a diverse and inclusive workplace where every team member feels they belong. We recruit, employ, train, compensate, and promote based on experience, skills, effort, and results. We prohibit discrimination based on race, religion, caste, national origin, colour, gender, marital status, family structure, sexual orientation, HIV/AIDS status, or disability.