After Sales Manager at Sun King (Formerly Greenlight Planet)

Greenlight Planet is a multinational, for-profit business that designs, distributes, and finances solar-powered home energy products, with an underserved population in mind: the 1.3 billion global consumers for whom the old-fashioned electrical grid is either unavailable or too expensive.

Over a decade in business, the company is now a leading global brand in emerging markets across Asia and Sub-Saharan Africa.  Greenlight’s Sun King™ products provide modern light and energy to 26 million people in more than 40 countries and have sold over 10.5 million products worldwide.

We are recruiting to fill the position below:

Job Title: After Sales Manager

Location: Lagos
Employment Type: Permanent - Full Time
Department: Operations
Workplace type: Onsite

About the Role

• Sun King is looking for an After-Sales Manager to manage the After-Sales operations team in Nigeria.
• This role will oversee after-sales operations, ensuring high customer satisfaction through efficient service delivery, warranty management, spare parts coordination, and technical support.
• The role involves managing a team, optimising processes, maintaining strong relationships with customers and service partners, and building smooth relations with internal and external customers and achieve best-in-class customer satisfaction.

Responsibilities
What you would be expected to do
After-Sales Service Management:

• Ensure timely resolution of customer complaints, warranty claims, and service requests.
• Monitor service turnaround time (TAT) and implement improvements.
• Coordinate with technical teams, partners, and third-party service providers to deliver quality replacements, repairs/maintenance.

Team Leadership:

• Supervise, mentor & guide the after-sales executives, technicians.
• Conduct training sessions to enhance team customer handling and technical troubleshooting skills. 
• Encourage Professional growth within the team, mentoring individuals to develop valuable skill sets.  

Warranty & Spare Parts Coordination:

• Oversee warranty administration, including approvals, rejections, and documentation.
• Manage spare parts inventory, ensuring availability and cost efficiency.
• Liaise with internal & external stakeholders for timely spare parts procurement.

Customer Relationship Management:

• Maintain strong relationships with key clients, addressing escalations proactively.
• Conduct customer feedback surveys and implement service improvements.
• Ensure compliance with service level agreements (SLAs).

Systems and process design: 

• Coordinate with technology teams to ensure company systems meet customer service needs, including applications. 
• Develop new processes to transform current service operations more efficiently. 

Drive Operational Efficiency: 

• Based on the global aftersales strategy, define and manage the coordination of the long-range strategic plans for the aftersales business based on future business growth. 
• Maximise efficiency and profitability for the service department within Nigeria, in line with the current offerings and the projected business growth. 

Reporting & MIS:  

• Prepare and provide periodic reports on after-sales performance.
• Identify bottlenecks and implement process optimizations.
• Ensure compliance with company policies and industry regulations.

Requirements
You might be a strong candidate if you:

• Have Bachelors degree or Higher Diploma from a recognized institution  with a degree in engineering or other relevant disciplines. 
• An advanced degree is an added advantage.
• 8+ years experience in after-sales services in renewable energy, electronic consumer goods/ mobile industry.
• Demonstrated experience in managing the After Sales Service department in a fast paced environment.
• Excellent verbal and written communication skills with the ability to distill information and ability to manage stake holders to get results.
• Passionate about customer service and resolving their issues.
• Efficiency and organizational skills.
• Entrepreneurial Spirit with qualities of being able to work. without supervision and figure things out with innovative thinking, problem-solving skills, and presence of mind.

Application Closing Date
Not Specified.