Service Centre Technician- Phones

About the role:
The role holder will be in charge of inspecting, diagnosing, and grading customer-returned mobile devices to ensure they meet Sun King’s quality standards. They will conduct detailed physical and functional assessments, perform troubleshooting, and document findings accurately. Additionally, the role holder will work closely with the After-Sales team to maintain service timelines, ensure compliance with standard procedures, and assist overall operational efficiency.

What you would be expected to do:

Device Inspection & Grading:

• Conduct diagnostics, screening, and repairs on all customer returns.
• Perform detailed physical inspections of customer-returned mobile phones for any signs of damage, wear, and tear.
• Conduct comprehensive functional testing on all phone components, including display, touchscreen, cameras, speakers, microphones, sensors, wireless communication (Wi-Fi, Bluetooth, cellular), and battery health.
• Accurately grade devices based on predefined quality standards and grading scales.

Diagnostics & Troubleshooting:

• Utilise specialised diagnostic tools and software to identify hardware and software issues.
• Perform basic troubleshooting procedures to find out the root cause of malfunctions.
• Clearly document all findings, defects, and test results in the company's tracking system.

Quality Assurance & Compliance:

• Perform Incoming Quality Control (IQC) on all inward consignments.
• Ensure all inspected devices comply with Sun King’s quality specifications and service protocols.
• Ensure timely resolution of customer and partner assistance requests.
• Adhere to standard operating procedures (SOPs) for handling, testing, and storing devices.
• Assist the team in maintaining a clean, organized, and efficient workspace.

Team work:

• Work closely with the After-Sales team to prioritise inspection queues and meet service level timelines.
• Provide clear technical feedback to supervisors to help identify recurring product issues.
• Assist in managing inventory of devices awaiting inspection and processing.
• Any other business as assigned by your supervisor. 

You might be a strong candidate if you:

• Hold a diploma or bachelor’s degree in Engineering or a related discipline from a top regional globally recognized university (advanced degree is an added advantage).
• Possess 2+ years’ experience in after-sales service assistance within the electronic consumer goods or mobile industry.
• Are familiar with multiple mobile phone brands and models, especially Android devices.
• Demonstrate proficiency in using diagnostic tools and software for mobile devices.
• Possess excellent communication skills with the ability to tailor messages to different audiences.
• Have strong problem-solving, critical thinking, and organizational abilities with a calm, customer-focused approach.
• Are entrepreneurial, humble, and motivated by the mission to expand energy access and create impact in rural communities.