AFTERSALES FIELD TECHNICAL SUPPORT COORDINATOR

Location: Accra
Employment Type: Full-Time

About BURN Manufacturing

BURN Manufacturing is a leading clean energy company dedicated to delivering innovative, high-quality, and efficient cooking solutions across Africa. We are driven by sustainability, customer impact, and operational excellence, with a strong focus on improving lives through clean energy access.

We are seeking a proactive, customer-focused, and results-driven Aftersales Field Technical Support Coordinator to strengthen our aftersales operations and ensure exceptional service delivery across field locations.

Position Summary

The Aftersales Field Technical Support Coordinator will coordinate field service operations, support technical teams, and ensure efficient delivery of aftersales services. The successful candidate will manage field coordination activities, track service performance, and drive continuous improvement in customer experience and operational efficiency.

Key Responsibilities

• Coordinate field technical support activities across assigned service locations and regions.
• Manage and support field teams to ensure timely and effective aftersales service delivery.
• Monitor service performance against KPIs, SLAs, and customer experience standards.
• Track, analyze, and report aftersales performance metrics using approved systems.
• Use MS Excel, Microsoft Dynamics NAV, and helpdesk systems to manage service data and reporting.
• Support logistics planning for field visits, service deployment, and training activities.
• Identify process gaps and implement improvements to enhance service efficiency.
• Collaborate with internal teams to resolve escalated customer and technical issues.
• Maintain accurate records of service activities, field reports, and customer feedback.
• Conduct occasional field travel to service points, regional hubs, and customer locations for coordination and training.
• Support compliance with service policies, safety standards, and operational procedures.

Qualifications and Experience

• Degree in Business, Operations, Electronics, or a related field.
• Minimum of three (3) to five (5) years’ experience in aftersales, field operations, or technical support.
• Proven experience managing field teams and coordinating logistics.
• Strong analytical and reporting skills.
• Proficiency in MS Excel, Microsoft Dynamics NAV, and helpdesk systems.
• Strong understanding of SLA management and customer experience metrics.
• Excellent communication and stakeholder management skills.
• Ability to drive process improvements and meet commercial KPIs.
• Exposure to carbon projects or the clean energy sector is an added advantage.
• Willingness to undertake occasional travel within assigned regions.

Inclusion Statement

BURN Manufacturing encourages applications from all qualified candidates. Qualified female candidates are strongly encouraged to apply.

Application Deadline

29 May 2026

How to Apply

Apply online by clicking on the application button.