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. The role leads field teams, coordinates logistics, and drives performance against SLA, cost, and experience metrics.

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 between 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 (RCA) and corrective action requests (CAR) for recurring issues.
• Prepare weekly/monthly reports on swaps, VOC, SLA performance, and cost tracking.
• Track cost per swap, recommend optimization measures, and assist in stock forecasting.
• Coordinate refurbishment returns and reverse logistics to minimise pending cases.
• Drive initiatives to improve Aftersales Customer Effort Score (CES) and CSAT.

Required profile

• Diploma in Electrical/Electronic Engineering or related field; a bachelor’s degree is a plus.
• 3–5 years of experience in Aftersales, Field Operations, or Technical Support.
• Proven experience managing field teams and coordinating logistics.
• Strong analytical and reporting abilities.
• Excellent communication and stakeholder‑management skills.
• Ability to drive process improvements and meet commercial KPIs.
• Familiarity with SLA management and aftersales/customer‑experience metrics.
• Exposure to carbon projects or the clean‑energy sector is an advantage.
• Willingness to travel occasionally within the market.

Required skills

• MS Excel
• NAV
• Helpdesk systems