Aftersales Field Technical Support Coordinator (Tanzania)

About the role

The Aftersales Field Technical Support Coordinator oversees last‑mile warranty swap operations across Tanzania, ensuring service continuity, quality, and customer satisfaction. The role leads field teams, optimises processes, and monitors key performance indicators such as SLA compliance, cost efficiency and customer experience.

Key responsibilities

• Lead and manage all warranty swap activities, guaranteeing timely execution and SLA adherence.
• Oversee level‑2 troubleshooting and cosmetic repairs at local collection hubs.
• Coordinate with Sales Ops to reconcile aftersales stock between warehouses and service points.
• 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 and monthly reports on swaps, VOC, SLA performance and cost tracking.
• Track cost per swap, recommend optimisation measures and assist in stock forecasting.
• Manage 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 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.
• Willingness to travel occasionally within Tanzania.
• Qualified female candidates are encouraged to apply.

Required skills

• MS Excel
• ERP systems
• Helpdesk systems