Customer Account Specialist/engineer

Daystar Power Group is a Pan-African provider of solar and hybrid power solutions, offering its systems on a Power Purchase Agreement (PPA), fixed monthly fee lease, or buy-out basis. All our solutions are accompanied by comprehensive maintenance services, to ensure the solutions run 365 days a year. We are currently operational in seven countries including Nigeria, Ghana, Togo, Senegal, and Ivory Coast, and have recently launched in South Africa and Tanzania.

We are looking to engage a competent and experienced Customer Account Specialist/Engineer, the ideal candidate shall be responsible for ensuring excellent customer experience for our clients, including performance reports, service calls, fault clearing, and resolution, etc. We are seeking a hardworking, motivated, and well-organised individuals with a focus on continuous improvement to exceed expectations.

Daystar Power Group is an equal opportunity employer committed to promoting diversity and inclusion in the workplace. We prohibit all forms of discrimination and harassment based on race, colour, gender, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other characteristic protected by federal, state, or local law.

Qualified women are encouraged to apply.

Key responsibilities:

System/Site Monitoring:

• Maintains schedule for routine site visits
• Collects site data – run hours, fuel consumption, grid supply, etc.
• Sends monthly invoices and tracks completion of Job Completion Certificate
• Monitors payment from clients
• Ensures constant site communication
• Monitors site event ticket workflow, from issuing to closure

System Reporting:

• Collects system performance information (Gen/Grid availability, PV yield, Battery charge/discharge, etc.) from inverter platforms daily
• Prepares monthly report for each site per service level agreement

Customer Interaction:

• Monthly phone calls/emails (depending on client preference) to clients to receive feedback on system performance
• Clients’ first point of contact to Daystar Power’s Service Team – fault reports, service calls, comments, questions, etc.
• Interprets clients’ specific contracts to answer basic questions like when payment is due, when reports are due, services provided by the company at specific sites, etc.
• Collates results of the Net Promoter Score survey conducted by the Service team
• Regular update of customer contact records

Operation and Maintenance

• Remotely monitors and tracks each site’s performance to detect and resolve issues swiftly
• Performs routine, preventive, and corrective maintenance of solar installations
• Records detailed and informative information of repairs or service activities performed within their work orders and completes them in a timely manner
• Resolves site issues remotely and through site visits to Ensure uptime of 99.9% across all sites
• Monitors and renews data packages for routers

General

• Research and deploy new technology to improve uptime, reduce operating costs, and increase Net Promoter Score
• Collaborate with multiple Daystar Power sub-teams (e.g., Sales, Project, Legal) to coordinate smooth customer transitions between the sub-teams and promote a seamless customer experience
• Research on and implement best practices