Field Support Officer - Mozambique

About the role

The Field Support Officer provides day-to-day operational and performance support to field sales and after sales teams. The role focuses on executing field activities, coordinating installations, managing SWAP escalations, and supporting field team within defined processes and SLAs to improve field productivity, turnaround time, and service quality.

Duties and Responsibilities

• Act as first-line operational support for the field team, handling inquiries and tickets to resolution.
• Coordinate with Sales, Customer Experience (CX), Operations, and IT to ensure smooth execution of field activities.
• Own and manage all SWAP cases escalated from CX, tracking each case to closure within agreed SLAs.
• Maintain accurate SWAP and escalation trackers and provide regular status updates.
• Ensure standard and right installations with all required and correct documentation as required by the company.
• Support field team quality processes, including recruitment, onboarding, checklists and quality assurance requirements and ensure proper performance management.
• Assist in resolving field team disputes, including product returns and warranty claims, in line with policy.
• Track key field performance indicators and prepare simple, accurate operational reports.
• Collect agent feedback and escalate recurring or systemic issues with supporting data.
• Support field activity initiatives including waivers, special projects, and ad-hoc operational interventions.

Key Performance Indicators (KPIs)

• SWAP turnaround time and closure rate
• Installation assignment and completion timelines
• Percentage of escalations resolved within SLA
• Field issues issue resolution SLA adherence
• Accuracy and timeliness of operational reporting
• Field team performance improvement and engagement levels

Skills and Experience

• Bachelor's degree in arts, business, environmental science, project Management or a related field.
• A minimum of 3 years of experience in sales support, preferably in the clean cooking industry, solar or related environmental sectors.
• Strong organisational and multitasking abilities.
• Data analysis and reporting skills.
• Communication skills, both written and spoken English and local languages.
• 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).