SunCulture Kenya Ltd

Role Overview

This role manages the diagnosis, repair and quality checks of products returned for after-sales support, coordinating each case from receipt through resolution and return to the customer. By resolving faults promptly, documenting recurring problems and sharing findings with engineering and field teams, the role helps improve product reliability and customer support.

Key Responsibilities

• Inspect returned products and accessories, diagnose faults, complete repairs and coordinate their timely return to customers.
• Check warranty eligibility for each repair request and explain applicable repair costs when a product is outside its warranty period.
• Troubleshoot issues remotely and onsite to distinguish technical faults from problems caused by product use.
• Use product documentation, including blueprints, schematics and wiring diagrams, to investigate reported faults; propose fixes and escalate complex or design-related issues.
• Carry out quality inspections, record corrective actions and confirm that products meet quality standards before dispatch.
• Establish and maintain procedures for product inspection, troubleshooting and repair, and ensure the team follows them.
• Keep service tickets and repair records accurate, and prepare daily, weekly and monthly reports on after-sales cases and recurring product defects.
• Coordinate with after-sales engineering, call centre staff, field technicians, channel partners and service providers to resolve cases, provide training and identify emerging product risks.

Requirements & Qualifications

• The source does not specify a required degree, certification or minimum number of years of experience.
• Ability to diagnose and repair products and accessories, troubleshoot faults both remotely and onsite, and assess whether issues are technical or user-related.
• Ability to interpret blueprints, schematics and wiring diagrams when investigating product problems.
• Strong record-keeping and communication skills, including accurate ticket documentation, repair notes and service reporting.
• Ability to coordinate work across technical and customer support teams, support training for field technicians, and maintain professional relationships with partners and service providers.
• Sound judgement in identifying safety or operational risks, escalating complex issues and raising staffing concerns when workload threatens service capacity.