About the RoleThe role requires the individual to have knowledge and experience with troubleshooting, diagnosing, and repairing complex technical issues and to always ensure that all aftersale issues brought to your attention are resolved in a timely manner. The role requires you to be at the forefront of ensuring SunCulture products serve the client at the optimum and in case of an aftersale ensure the best solutions are provided to the customer within the shortest time possible. The engineer will work closely with the Testing and Repairs team and other departments to ensure customer satisfaction, product quality, and continuous improvement.Key ResponsibilitiesDiagnose and troubleshoot complex technical issues related to Sunculture's products and provide solutions to customers.Coordinate with other departments, including R&D, to identify and resolve product defects and quality issuesDevelop and maintain technical knowledge of Sunculture's products.Provide training to other Company stakeholders on product usage, maintenance, and troubleshooting.Ensure diagnosis and repair of all products and their accessories that have been assigned to you.Evaluate all products assigned to confirm that they are within warranty and if not seek clarity from your manager on the next stepsUpdate the ticketing system with the correct status of Customer returns and the Aftersale issuesIdentify solutions to resolve technical aftersale issues and escalate complex product issuesComplete quality assurance after repairs to ensure the product is 100% functional after repairsDocumenting all corrective actions taken for each aftersale issue reported and ensuring all repairs done are collected and transported back to the customer.Ensure all the set standards operation procedures are adhered to for all product repairsGenerate monthly product aftersale reports on failure trendsTeam ManagementCollaborate closely with all team members to resolve all technical issuesProvide training to stakeholders as and when needed.Manage and resolve all aftersale issues within Same day TAT.Risk ManagementBe proactive in identifying all product risks based on the aftersale issues reported daily.Communicate and mitigate any risk factors that are encountered with the team while at workQualificationsMinimum of 2 years of experience in a technical support role or similar positionKnowledge of Water Pumps is a plusDiploma/Degree in Electrical/ Mechanical/Mechatronic engineering, product design, or other relevant fields.Knowledge of product testing and quality assurance processesStrong analytical and problem-solving skills.Excellent communication and interpersonal skills.Comfortable with ambiguity in a fast-evolving environment, and able to plan, be organized, and meet deadlinesHands-on, detail-oriented with strong execution skillsGood communication skills and should ensure information communicated is clear and timelyIndependent thinker able to thrive and make decisions in a fast-paced dynamic environment with little directionOrganized and an expert in time managementHigh integrity values with discretion in using budgetary allocation for the departmentA proven ability to work with minimal supervisionProactive, collaborative, organized, and curious problem solver with a "can-do" attitude
