Aftersales Field Technical Support Coordinator

About the role

The Aftersales Field Technical Support Coordinator oversees last‑mile warranty swap operations in Ghana, ensuring service continuity, quality and customer satisfaction. This role leads field teams, coordinates logistics and drives performance against SLA, cost and experience KPIs.

Key responsibilities

• Lead and manage all swap activities, guaranteeing timely execution and SLA compliance.
• Oversee level‑2 troubleshooting and cosmetic repairs at local collection hubs.
• Reconcile aftersales stock across warehouses and service points in partnership with Sales Ops.
• Collaborate with CX, Sales, Logistics, QMS and external partners to ensure smooth operations.
• Train field teams on swap processes, compliance and customer engagement.
• Audit field activities, provide feedback and implement corrective actions.
• Support root‑cause analysis and corrective action requests for recurring issues.
• Prepare weekly/monthly reports on swaps, VOC, SLA performance and cost tracking.
• Track cost per swap, recommend optimisation measures and assist in stock forecasting.
• Coordinate refurbishment returns and reverse logistics to minimise pending cases.
• Drive initiatives to improve Customer Effort Score (CES) and CSAT.

Required profile

• Degree in Business, Operations, Electronics or a related field.
• 3–5 years experience in aftersales, field operations or technical support.
• Proven ability to manage field teams and coordinate logistics.
• Strong analytical and reporting capabilities.
• Excellent communication and stakeholder‑management skills.
• Experience with SLA management and aftersales/customer‑experience metrics.
• Exposure to carbon projects or clean‑energy sector is a plus.

Required skills

• Microsoft Excel
• NAV
• Helpdesk systems