About this role
Location: Zambia About the role: The Service Centre Technician will ensure the diagnosing faulty products, conducting quality inspections and fault screening, and maintaining accurate records and data to improve product performance and customer satisfaction. The successful candidate will help customers and partners, provide training, improve service processes and operations, and work with internal stakeholders. They will also handle product replacements, warranty claims, troubleshooting, logistics, and service training while maintaining a strong focus on excellent customer service and satisfaction. Technical Diagnostics & Fault Screening Conduct diagnostics, screening, and repairs on all customer returns. Maintain accurate records of all screened and repaired units. Check fault trends to identify recurring issues and recommend improvements. Continuously enhance screening processes for efficiency. Quality Control & Inspections Perform Incoming Quality Control (IQC) on all inward consignments. Conduct Quality Control (QC) checks as required and periodic half-year inventory inspections for aged stock. Maintain accurate reports on all quality assurance activities. Provide recommendations for corrective actions and future mitigation measures. Teamwork on special projects to improve product quality. Data Analysis & Reporting Check screening and quality data to identify trends and improvement areas. Prepare and give reports with management. Work with the team in monthly process and data reviews to enhance product and service quality. Customer & Partner Support Ensure timely resolution of customer and partner requests. Answer customer queries via phone, email, and on-site visits while maintaining detailed records. Work with internal teams to resolve escalations and improve service processes. Training & Knowledge Sharing Develop training materials and conduct training sessions on troubleshooting, repairs, and replacements. Assist internal teams and Sun King partners in knowing and resolving product-related issues. Process Improvement & System Design Work with internal teams to improve service center operations and workflows. Recommend and implement process enhancements for operational efficiency. Provide periodic reports to management on service center activities. Other Duties Perform any other tasks as assigned by the supervisor to assist quality assurance and customer service targets.