About this role
Location: Lome, Togo About the Role: Sun King is seeking a highly skilled and process-driven After-Sales Senior Service Technician for Phones to lead our mobile phone after-sales support operations in Togo. This role is critical for ensuring exceptional service delivery, managing the end-to-end process of returned devices, and driving process excellence through automation and training. You will be the technical expert for our phone product line, responsible for reducing costs, improving efficiency, and ensuring sustainable practices in refurbishment and waste management. This role is for you if you are passionate about technology, process improvement, and customer satisfaction. 1. Service Delivery and Technical Support ● Manage the end-to-end process for returned mobile devices, including initial diagnosis, quality control, and final disposition (repair, refurbish, replace, or recycle). ● Ensure the timely and accurate resolution of warranty claims and service tickets, adhering strictly to company policies. ● Conduct detailed analysis of returned devices to identify root causes and reduce NTF (No Trouble Found) rates. 2. Partner Training and Enablement ● Train and certify SSCs and partner staff on product knowledge, troubleshooting techniques, warranty policies, and replacement processes. ● Collaborate with the cross-functional team to design and deliver training programs for new products and after-sales initiatives. 3. Process Excellence and; Continuous Improvement ● Develop, update, and enforce Standard Operating Procedures (SOPs) for all phone after- sales processes, from returns to waste management. ● Lead process improvement and automation projects, and customer support portal enhancements. ● Produce monthly warranty and replacement trend analysis reports to identify issues and drive proactive solutions. ● Maintain accurate and up-to-date documentation, including troubleshooting guides, warranty policies, and partner status reports. 4. Vendor and Sustainability Management ● Manage relationships with vendors for smartphone refurbishment and waste management, including contract negotiation and Terms of Engagement (TOE). ● Ensure all waste management partners are certified and comply with environmental regulations and Sun King’s disposal policies. ● Oversee the invoicing and payment process for vendors, ensuring accuracy and timeliness. 5. Reporting and Analytics ● Develop and maintain dashboards and trackers to monitor key performance indicators (KPIs) such as turnaround time, NTF rate, and partner performance. ● Provide regular reports to the After-Sales Manager on operational performance, challenges, and improvements. ● Any other business as assigned by your supervisor.