Aftersales Field Technical Support Coordinator - Mozambique

Aftersales Field Technical Support Coordinator will oversee and coordinate last-mile warranty swap operations. This role ensures operational continuity, service quality, and customer satisfaction.

Responsibilities

• The coordinator will supervise support teams, optimize processes, and deliver on KPIs related to SLA compliance, quality of swap, cost efficiency, and customer experience .
• Lead and manage all swap activities, ensuring timely execution and adherence to SLA.
• Oversee and facilitate level 2 troubleshooting and cosmetic repairs at the local collection service hub.
• Coordinate with Sales Ops and reconcile Aftersales stock at hand between warehouses and service points.
• Collaborate with internal teams (CX, Sales, Logistics, QMS) and external partners to ensure smooth operations.
• Support in training field teams on swap processes, compliance, and customer engagement.
• Audit field activities, share feedback, and implement corrective actions for continuous improvement.
• Support RCA (Root Cause Analysis) and CAR (Corrective Action Requests) for recurring issues.
• Prepare weekly/monthly reports on swaps, VOC, SLA performance, and cost tracking.
• Track and report cost per swap against budget and recommend cost optimization measures.
• Assist in planning and forecasting swap stock requirements to avoid shortages.
• Coordinate refurbishment returns and reverse logistics to minimize pending cases.
• Drive initiatives to improve Aftersales Customer Effort Score (CES) and CSAT through proactive engagement.
• Support branding and visibility of Aftersales touch points to enhance customer trust and service adoption.

Requirements

• Diploma in Electrical / Electronic Engineering or a related field.
• A bachelor's degree will be an added advantage Minimum 2–4 years in Aftersales, Field Operations, or Technical Support.
• Proven experience in managing field teams and coordinating logistics.
• Strong analytical and reporting skills; proficiency in MS Excel, NAV and helpdesk systems.
• Excellent communication and stakeholder management abilities.
• Ability to drive process improvements and meet commercial KPIs.
• Familiarity with SLA management, aftersales and customer experience metrics.
• Occasional travel within the assigned market to service points, field locations and regional hubs for training and coordination.

Preferred

• Exposure to carbon projects or clean energy sector is an added advantage.

Skills and Experience

Qualified Female Candidates encouraged to Apply BURN does not charge a fee at any stage of the recruitment process (application, interview, meeting, processing, training, or any other fees).