Aftersales Field Technical Support Coordinator - Ghana
BURN MANUFACTURING • Accra, Ghana
Role Description
About the role
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 .
Duties and Responsibilities
+ 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.
+ ...
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 .
Duties and Responsibilities
+ 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.
+ ...