Website Sun King
Sun King
Job Profile: Senior Service Technician – Phones
Location: Arusha, Tanzania
Company: Sun King (After-Sales Division)
Seniority: Senior Level (5+ years experience)
Role Overview
As the Senior Service Technician, you will lead the mobile phone after-sales support operations in Tanzania. You will act as the technical authority for the phone product line, focusing on technical diagnosis, process automation, vendor management, and environmental sustainability (e-waste).
Key Responsibilities
1. Service Delivery & Technical Expertise
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End-to-End Processing: Manage the lifecycle of returned devices: diagnosis, quality control, and final disposition (repair, refurbish, replace, or recycle).
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Warranty Management: Ensure accurate and timely resolution of warranty claims and service tickets.
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Root Cause Analysis: Analyze returns to identify technical flaws and reduce NTF (No Trouble Found) rates to save costs.
2. Process Excellence & Innovation
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SOP Management: Develop and enforce Standard Operating Procedures for returns and waste management.
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Automation: Lead projects to automate after-sales processes and enhance customer support portals.
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Data Insights: Produce monthly reports on replacement trends and technical issues to drive proactive product improvements.
3. Training & Partner Enablement
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Certification: Train and certify Sun King Service Centres (SSCs) and partner staff on troubleshooting and warranty policies.
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Curriculum Development: Collaborate with cross-functional teams to design training for new mobile products.
4. Vendor & Sustainability Management
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Partnerships: Manage relationships with refurbishment and e-waste vendors, including contract negotiations.
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Environmental Compliance: Ensure all disposal partners meet environmental regulations and Sun King’s sustainability standards.
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Financial Oversight: Manage vendor invoicing and payment accuracy.
5. Analytics & Reporting
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KPI Tracking: Maintain dashboards to monitor Turnaround Time (TAT), NTF rates, and partner performance.
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Strategic Reporting: Provide operational performance updates and improvement suggestions to the After-Sales Manager.
Who Should Apply?
| Criteria | Requirement |
| Education | Degree in Engineering or related field (Advanced degree is a plus). |
| Experience | 5+ years in mobile phone after-sales (Manufacturer, Service Centre, or Retailer). |
| Technical Skill | Expertise in mobile hardware repair, troubleshooting, and quality control. |
| Analytical Skill | Proven ability to interpret technical data and generate actionable insights. |
| Mindset | Entrepreneurial, customer-focused, and calm under high-pressure environments. |
What Sun King Offers
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Professional Advancement: Access to the Sun King Centre for Leadership.
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Global Impact: Work for the world’s leading off-grid solar energy company.
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Sustainability Focus: Lead the charge in green practices and electronic waste management.
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Inclusive Culture: A diverse environment where 44% of the workforce are women.
About Sun King
Sun King provides energy access to 1.8 billion people through innovative “pay-as-you-go” solar solutions. From basic lighting to robust inverters and mobile devices, Sun King helps families replace expensive, polluting fuels with clean, reliable energy.
To apply for this job please visit sunking.pinpointhq.com.