Aftersales Field Technical Support Coordinator - Ghana

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

Responsibilities

• Oversee and coordinate last-mile warranty swap operations
• Ensure operational continuity, service quality, and customer satisfaction
• Supervise support teams and optimize processes
• 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
• Support training field teams on swap processes, compliance, and customer engagement
• Audit field activities, share feedback, and implement corrective actions
• Support RCA (Root Cause Analysis) and CAR (Corrective Action Requests)
• 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
• Coordinate refurbishment returns and reverse logistics
• Drive initiatives to improve Aftersales Customer Effort Score (CES) and CSAT
• Support branding and visibility of Aftersales touch points

Qualifications

• Degree in Business, Operations, Electronics, or related field
• Minimum 3–5 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
• Exposure to carbon projects or clean energy sector is an added advantage

How to Apply

Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or paste resume here or attach resume file.