SunCulture is on a mission to help smallholder farmers in Africa improve both crop yields and quality by providing affordable solar-powered irrigation solutions. The Testing and Repairs Officer role is central to this mission, requiring the diagnosis and resolution of after-sale technical issues from the field while implementing quality assurance measures to prevent future failures. You will ensure SunCulture products operate at peak performance and that customers receive technical solutions within the shortest possible turnaround time.
Key Responsibilities
Diagnosis & Repair: Oversee the diagnosis and repair of all products and accessories returned from the field, ensuring daily collection and transportation of repaired items back to customers.
Warranty Management: Evaluate returned products to determine warranty eligibility and advise customers on repair costs for non-warranty items.
Troubleshooting: Perform remote and on-site troubleshooting to distinguish between technical errors and user errors.
Product Improvement: Identify technical design problems, escalate complex issues, and research blueprints/schematics to improve troubleshooting protocols.
Quality Assurance: Conduct QA inspections, document corrective actions, and ensure a steady supply of certified products for dispatch.
SOP Development: Establish and enforce Standard Operating Procedures for QA/QC, troubleshooting, and repair processes.
Reporting & Documentation: Manage ticketing and documentation for all after-sale issues; generate daily, weekly, and monthly reports to highlight manufacturing defaults.
Team Coordination
Collaborate with engineering and call center teams to resolve technical challenges.
Train field technical teams on repair procedures and customer instruction (usage/maintenance).
Maintain a 48-hour Turnaround Time (TAT) for all repairs once products are received.
Cultivate professional relationships with channel partners and service providers.
Risk Management
Proactively identify product risks based on daily reported issues.
Monitor team capacity to prevent burnout and ensure efficient handling of after-sale requests.
Mitigate risk factors encountered by the team during operations.
Requirements
Bachelor's degree in Electrical Engineering, Mechanical Engineering, Product Design, Business, or a related field.
At least 3 years of experience in technical solutions and customer service delivery.
Ability to interpret blueprints, schematics, and wiring diagrams.
Proven ability to work with minimal supervision in a fast-paced environment.
Strong communication, execution, and time management skills.
Interested and qualified candidates should apply online via the SunCulture recruitment portal on Freshteam. Visit SunCulture Kenya Ltd on sunculture.freshteam.com to complete your application.
