Associate After Sales Manager – Ethiopia

About the role

Sun King is seeking an experienced Associate After‑Sales Manager to lead its after‑sales operations in Ethiopia. The role focuses on delivering high customer satisfaction through efficient service delivery, warranty management, spare‑parts coordination and technical assistance. You will manage a team, improve processes and maintain strong relationships with customers and service partners.

Key responsibilities

• Ensure timely resolution of customer complaints, warranty claims and service requests while monitoring service turnaround time.
• Coordinate with technical teams, service partners and third‑party providers to guarantee quality repairs, maintenance and product replacements.
• Lead, coach and develop After‑Sales Executives, technicians and service staff, organising training sessions to raise technical and customer‑service capabilities.
• Oversee warranty administration and spare‑parts inventory, controlling costs and ensuring availability.
• Build and maintain productive relationships with key customers, handling escalations and acting on feedback to improve service quality.
• Work with technology teams to refine systems and develop streamlined processes that enhance efficiency and the overall customer experience.
• Translate the global after‑sales strategy into operational plans for Ethiopia, monitor KPIs such as turnaround time and Net Promoter Score, and report performance to senior management.

Required profile

• A degree in Engineering or a related discipline; an advanced degree is a plus.
• 8+ years of experience in after‑sales service or service operations, preferably in consumer electronics, renewable energy or mobile sectors.
• Proven experience managing an after‑sales department with responsibility for service delivery, operational targets and customer satisfaction.
• Excellent written and verbal communication skills in English and Amharic.
• Strong organizational, problem‑solving and decision‑making abilities, with a customer‑centric mindset.

What we offer

• Opportunities for professional growth in a rapidly expanding, high‑impact sector.
• A collaborative, diverse and inclusive global work environment.
• Tailored learning pathways through the Sun King Center for Leadership.
• Commitment to diversity, inclusion and equal opportunity.