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• Ensure diagnosis and repair of all products and their accessories sent from the field and ensuring daily collection and transportation of all repaired items back to customers.
• Evaluate all products returned as a result of an aftersale issue are within Warranty and if not advise the customer on the cost of repair.
• Troubleshoot products both remotely and onsite to confirm if the product problem is a technical error or user error.
• Identify solutions to resolve technical product design problems and escalate complex product issues.
• Research and interpret blueprints, schematics, and wiring diagrams to better troubleshoot all aftersale issues reported.
• Complete quality assurance inspections, documenting corrective actions and ensure adequate amounts of quality certified products are ready for dispatch to customers.
• Set standards operation procedure for all product QA/QC, troubleshooting and repairs and ensure adherence.
• Ensure proper communication, ticketing, and documentation of all aftersale issues.
• Generate daily, weekly, and monthly aftersale reports highlighting issues/ product default issues that need to be addressed from the manufacturer’s end.
• Perform all aftersale product-related tasks assigned from time to time.

Team Coordination

• Collaborate closely with the aftersale engineering and call center teams to resolve all technical issues.
• Support the provision of training to the field technical teams on how to identify and resolve repair issues.
• Support the provision of training to field technical teams on how to instruct customers about process, usage, and maintenance.
• Manage and resolve all aftersale issues within TAT of 48hrs from when product is received for repair.
• Develop positive and professional relationships with channel partners and service providers.
• Develop knowledge of all solar products and systems designed by SunCulture.

Risk Management

• Be proactive in identifying all product risks based on the aftersale issues reported daily.
• Ensure team is operating at full capacity to reduce aftersale issues and ask for extra manpower when needed to avoid burnout of team members.
• Communicate and mitigate any risk factors that are encountered with the team while at work.