BURN MANUFACTURING

Designs and manufactures clean-burning cookstoves.

Aftersales Field Technical Support Coordinator

Inventory Management +1Confirmed live in the last 24 hours

Full-timeMaputo, MozambiqueNo salary listed

About the Job

Requirements

A diploma in Electrical Engineering, Electronic Engineering, or a related field is required; a bachelor's degree is an added advantage.
A minimum of 2–4 years of experience in Aftersales, Field Operations, or Technical Support is required.
Proven experience managing field teams and coordinating logistics is required.
Strong analytical and reporting skills are required, along with proficiency in Microsoft Excel, NAV, and helpdesk systems.
Communication and stakeholder management abilities are required.
The ability to drive process improvements and meet commercial key performance indicators is required.
Familiarity with service-level agreement management, aftersales, and customer experience metrics is required.

Responsibilities

Lead and manage all swap activities, ensuring timely execution and adherence to service-level agreements.
Oversee and facilitate level 2 troubleshooting and cosmetic repairs at the local collection service hub.
Coordinate with Sales Operations and reconcile Aftersales stock at hand between warehouses and service points.
Collaborate with internal teams (CX, Sales, Logistics, and QMS) and external partners to ensure smooth operations.
Support training field teams on swap processes, compliance, and customer engagement.
Audit field activities, share feedback, and implement corrective actions for continuous improvement.
Support Root Cause Analysis and Corrective Action Requests for recurring issues.
Prepare weekly and monthly reports on swaps, voice of customer, service-level agreement performance, and cost tracking.
Track cost per swap against budget and recommend cost optimization measures.
Assist in planning and forecasting swap stock requirements to avoid shortages.
Coordinate refurbishment returns and reverse logistics to minimize pending cases.
Drive initiatives to improve Aftersales Customer Effort Score and customer satisfaction through proactive engagement.
Support branding and visibility of Aftersales touch points to enhance customer trust and service adoption.
Travel occasionally within the assigned market to service points, field locations, and regional hubs for training and coordination.

Desired Qualifications

Exposure to carbon projects or the clean energy sector is an added advantage.

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.
Audit field activities, share feedback, and implement corrective actions for continuous improvement.
Support RCA (Root Cause Analysis) and CAR (Corrective Action Requests) for recurring issues.
Prepare weekly/monthly reports on swaps, VOC, SLA performance, and cost tracking.
Track and report cost per swap against budget and recommend cost optimization measures.
Assist in planning and forecasting swap stock requirements to avoid shortages.
Coordinate refurbishment returns and reverse logistics to minimize pending cases.
Drive initiatives to improve Aftersales Customer Effort Score (CES) and CSAT through proactive engagement.
Support branding and visibility of Aftersales touch points to enhance customer trust and service adoption.

Skills and Experience

Diploma in Electrical / Electronic Engineering or a related field. A bachelor's degree will be an added advantage
Minimum 2–4 years in Aftersales, Field Operations, or Technical Support.
Proven experience in managing field teams and coordinating logistics.
Strong analytical and reporting skills; proficiency in MS Excel, NAV and helpdesk systems.
Excellent communication and stakeholder management abilities.
Ability to drive process improvements and meet commercial KPIs.
Familiarity with SLA management, aftersales and customer experience metrics.
Exposure to carbon projects or clean energy sector is an added advantage.
Occasional travel within the assigned market to service points, field locations and regional hubs for training and coordination.

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).

About the Company

BURN MANUFACTURING

Designs and manufactures clean-burning cookstoves.

BURN Manufacturing designs and produces clean-burning cookstoves in Kenya for the mass market across sub-Saharan Africa, selling through a network in 13 countries. Its stoves, powered by biomass or electricity, are built to burn fuel more efficiently and emit fewer pollutants than traditional methods. The company uses carbon credits earned from cleaner stoves to subsidize prices, allowing wider adoption and sustainable growth, and it operates at scale with last-mile distribution. The goal is to reduce carbon emissions while making high-quality cooking more affordable for low-income households across Africa.

Company size: 1,001-5,000
Company stage: Late Stage VC
Total funding: $48.5M
Headquarters: Vashon, WA
Founded: 2010

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