Job Description

Installation & Maintenance Technician

Department: Operations

Employment Type: Permanent - Full Time

Location: Tanzania

Location: Arusha

About the role
The successful candidate will play a critical role in ensuring customers enjoy a seamless experience with Sun King’s solar inverter systems. As the frontline expert, they will be managing installation requests, performing maintenance, resolving technical issues, and upholding the highest standards of quality and customer service.

In this role, the candidate will directly contribute to customer satisfaction, product reliability, and the reputation of the Sun King brand. This position is ideal for a technically proficient problem-solver who takes pride in delivering top-quality workmanship.

What you would be expected to do

Installation & Service:

• Attend to installation requests and service queries, developing an efficient schedule for service delivery.
• Identify faults and resolve technical issues with minimum customer downtime.
• Carry out planned maintenance for inverters and associated accessories to ensure optimal performance and longevity.

Quality Assurance:

• Conduct diagnosis of faults, maintenance, and repairs on all product-related technical issues in a safe, timely, and professional manner.
• Ensure all work is undertaken to a high-quality standard, adhering to all company and industry safety and quality regulations.
• Return products to full operational service following repairs.

Training & Knowledge:

• Build comprehensive training materials and hold training sessions for partners and customers on product troubleshooting, repairs, installation, and replacement processes.
• Develop and maintain thorough expert knowledge of Sun King products and services.

Customer Service & Dispute Management:

• Deliver comprehensive service to inquiring customers, finding effective solutions to their issues.
• Manage a large number of incoming calls and emails, keeping detailed records of customer interactions and actions taken.
• Process product replacements and warranty claims within designated timelines.
• Address and resolve customer disputes effectively, reporting on results and escalating issues when necessary.

Drive Operational Efficiency:

• Meet and exceed KPI goals, including service level timelines and customer satisfaction metrics like Net Promoter Score (NPS).

Documentation & MIS:

• Maintain accurate records of all service activities.
• Provide periodic reports to management on after-sales and service performance, including common issues and resolutions.

Skills, Knowledge and Expertise

• A diploma or degree in Engineering or a related discipline from a top regional or globally recognised university; an advanced degree is an advantage.
• At least 3 years of hands-on experience installing, maintaining, and troubleshooting solar inverter systems and battery-based power backups.
• Strong diagnostic skills to identify faults methodically and carry out high-quality repairs.
• Excellent customer service orientation, critical thinking, organisational efficiency, and the ability to stay calm under pressure while solving complex problems.
• Clear communication skills in both English and Kiswahili.

What we offer (in addition to compensation and statutory benefits):

• A platform for professional growth in a rapidly expanding, high-impact sector.
• Immerse in a collaborative culture, energised by employees of Sun King who are collectively motivated by fostering a transformative, sustainable venture.
• A genuinely global environment: Engage and learn alongside a diverse group from varied geographies and backgrounds.
• Tailored learning pathways through the Sun King Centre for Leadership to elevate your leadership and managerial capabilities