Aftersales Field Technical Support Coordinator - Ghana

About the Role

The Aftersales Field Technical Support Coordinator is responsible for managing and aligning last-mile warranty replacement activities. The position focuses on keeping operations running smoothly, maintaining service standards, and strengthening customer satisfaction. It also involves leading support teams, improving workflow efficiency, and delivering on key targets tied to service-level compliance, swap quality, cost control, and the overall customer experience.

Key Responsibilities

• Direct all swap-related operations and make sure every case is completed on time and in line with service-level commitments.
• Supervise level 2 troubleshooting and minor cosmetic repair work at the local collection service hub.
• Work with Sales Operations to reconcile aftersales inventory across warehouses and service locations.
• Partner with internal teams such as Customer Experience, Sales, Logistics, and Quality Management, as well as outside vendors, to keep operations coordinated.
• Help train field teams on swap workflows, compliance requirements, and customer interaction standards.
• Review field execution, provide feedback, and put corrective measures in place to support ongoing improvement.
• Contribute to root cause analysis and corrective action requests for repeat issues.
• Compile weekly and monthly updates covering swaps, voice-of-customer trends, SLA results, and cost performance.
• Monitor the cost per swap against budget and suggest ways to reduce expenses.
• Assist with planning and forecasting stock needed for swaps so shortages are avoided.
• Coordinate refurbishment returns and reverse logistics to reduce open pending cases.
• Support efforts to improve customer effort and satisfaction scores through proactive engagement.
• Help strengthen branding and visibility at aftersales touchpoints to build customer confidence and encourage service use.

Skills and Experience

The role calls for a degree in Business, Operations, Electronics, or a related discipline, along with 3 to 5 years of experience in aftersales, field operations, or technical support. The ideal candidate should have handled field teams and logistics coordination, and should bring strong analytical and reporting ability, especially using MS Excel, NAV, and helpdesk platforms. Excellent communication and stakeholder management skills are important, along with the ability to drive process improvements and deliver commercial KPIs. Familiarity with SLA management and aftersales/customer experience metrics is expected. Experience in carbon projects or the clean energy sector will be an added advantage.

Additional Information

This position may involve occasional travel within the assigned market to service points, field sites, and regional hubs for training and coordination.

Female candidates are especially encouraged to apply.

The company states that no fee is charged at any point in the recruitment process, including application, interviews, meetings, processing, or training.