SunCulture is on a mission to help smallholder farmers in Africa improve both crop yields and quality through affordable solar-powered irrigation solutions. As a Testing and Repairs Officer, you will be responsible for diagnosing and addressing after-sale issues from the field, as well as implementing QA/QC measures to prevent such issues. You will ensure SunCulture products serve clients at the optimum level and provide timely, effective solutions when issues arise.
Key Responsibilities
Diagnosis and Repair: Ensure diagnosis and repair of all products and accessories sent from the field, ensuring daily collection and transportation of repaired items back to customers.
Warranty Evaluation: Evaluate returned products to determine if they are within warranty; if not, advise the customer on repair costs.
Troubleshooting: Troubleshoot products both remotely and onsite to distinguish between technical errors and user errors.
Problem Solving: Identify solutions for technical product design problems and escalate complex issues.
Technical Documentation: Research and interpret blueprints, schematics, and wiring diagrams for effective troubleshooting.
Quality Assurance: Complete QA inspections, document corrective actions, and ensure quality-certified products are ready for dispatch.
SOP Development: Set Standard Operating Procedures for product QA/QC, troubleshooting, and repairs.
Reporting: Generate daily, weekly, and monthly reports highlighting product default trends and manufacturer-level issues.
Ticketing: Ensure proper communication, ticketing, and documentation of all after-sale issues.
Team Coordination
Collaborate with after-sale engineering and call center teams to resolve technical issues.
Provide training to field technical teams on repair identification and customer instruction (usage/maintenance).
Manage and resolve after-sale issues within a 48-hour Turnaround Time (TAT).
Maintain professional relationships with channel partners and service providers.
Risk Management
Proactively identify product risks based on daily after-sale reports.
Monitor team capacity to prevent burnout and ensure efficiency.
Mitigate risk factors encountered by the team during work.
Requirements and Qualifications
Bachelor's degree in Electrical or Mechanical Engineering, Product Design, Business, or a relevant field.
3 years of experience in providing technical solutions within set TAT to deliver exceptional customer experience.
Comfortable with ambiguity in a fast-evolving environment; strong planning and organizational skills.
Hands-on, detail-oriented with strong execution skills.
Clear and timely communication skills.
Independent thinker capable of making decisions in a fast-paced environment.
Expertise in time management and ability to work with minimal supervision.
Collaborative and curious problem solver with a “can-do” attitude.
How to Apply
Interested and qualified candidates should apply online via the SunCulture Freshteam portal. Go to https://www.myjobmag.co.ke/apply-now/1221780 which redirects to the official sunculture.freshteam.com application page.
