Technical Customer Representative Coordinator - Kenya

About the role
The Technical Customer Representative Coordinator will be the coordinator for all Technical Customer Representatives in the field. Their 2 core roles will be: 

• They are the final checkpoint to ensure we issue products on credit (PayGo) only to the right customer (Customer profile in-person verification) 
• Is responsible for product installation and training and ensures we offer quality training to the customer at onboarding that ensures high usage and prompt & consistent repayment 
•  They will lead in the coordination of home delivery, in-person customer verification, customer education, product installation, product replacement, system training & utilization, replacement stock management & service tracking through accurate data entry in the BURN help desk system. 
• The role will focus on driving the achievement of field installation & collection KPIs through close collaboration with Commercial teams, Field Logistics and Customer Experience teams. 
• The overall aim is to ensure prompt installation, timely swaps of faulty units, efficient portfolio management in the field, VOC collection and early resolution of issues impacting repayment & product usage.

Duties and Responsibilities

• Operational Coordination: 
  • Implement and oversee the technical care model and network rollout (TCR Model) of TCRs in alignment with BURN IDC strategic goals. 
  • Route planning - Plan and assign daily routes for confirmed sales, ensuring 100% planning for next-day delivery/installation. 
• Stock and Logistics Management: 
  • Reconcile stocks between warehouse teams and TCRs while maintaining accountability for field inventory. 
  • Coordinate with internal teams (sales, warehouse, logistics) and external vendors for efficient deliveries. 
• Team Management: 
  • Supervise TCR performance, ensuring KPI delivery and conducting regular audits of field activities. 
  • Provide coaching, and continuous capacity building for TCRs to ensure consistent service delivery. 
• Process Improvement: 
  • Identify and escalate process improvement opportunities to Commercial Leadership for optimization. 
• Data and Reporting: 
  • Monitor and report KPIs, analyze trends, and recommend actionable insights for continuous improvement. 
  • Ensure data accuracy and integrity within BURN systems. 
• Customer Support: 
  • Coordinate timely resolution of escalations, such as faulty unit swaps and repossessions. 
  • Manage pick-up and returns of swapped and repossessed units. 
• Cross-functional Collaboration: 
  • Act as a liaison between Commercial, Field Logistics, and Customer Experience teams to drive shared objectives. 
  • Support credit management efforts through collaboration with commercial teams. 

KPIs 

• Installation Timeliness: 
  • Ensure 100% of installations are completed within SLA timelines (currently within 48 hours of sales confirmation)  
• TCR Productivity and Utilization: 
  • Achieve a 100% daily task completion rate for assigned TCRs. 
  • Maintain a minimum of 5 installations per day per TCR across the network. 
  • Stock and Inventory Accuracy: 
• Maintain 100% reconciliation of field stock (received vs. utilized vs. returned). 
  • Ensure zero tolerance for lost stocks 
• Faulty Unit Replacement and Repossession: 
  • Execute all swap requests for faulty units within 3 working days or as per updated SLA timelines. 
  • Ensure repossession turnaround time is under 5 working days or as per updated SLA timelines. 
• Reverse Logistics Management: 
  • Ensure a 100% retrieval rate of all faulty or repossessed units within SLA timelines. 
  • Establish proper documentation and data entry for 100% of returned units in the system. 
  • Ensure that 100% of retrieved units are received in warehouses. 
• Customer Feedback and Satisfaction: 
  • Collect Voice of Customer (VOC) feedback for each customer visit with actionable insights reported monthly. 
  • Maintain a high Customer Satisfaction Score (CSAT) as defined by the business 
• Credit Management Support: 
  • Support commercial teams in credit management  
  • Contribute to  >95% monthly repayment rates for managed customer portfolios within the first 90 days of installation by resolving field issues impacting repayments. 
• Data Accuracy and Reporting: 
  • Ensure 100% data accuracy in the system, with all field activities and stock movements logged in real time. 
  • Submit daily, weekly and monthly performance reports to the quality and retention manager 
• Training and Development: 
  • Ensure that all TCRs undergo a minimum of one training session per month on technical and operational best practices. 

Skills and Experience:

Qualifications: 

• A degree in Electronics/Electrical, Telecommunication, Business Administration, or a related field. 

Experience: 

• At least 5 years in an operational support role, preferably in a PayGO organization. 
• Proven experience in route planning, delivery management, reverse logistics, and field team coordination. 
• Familiarity with customer repayment collection processes and credit portfolio management. 

Technical Skills: 

• Basic knowledge of installation and troubleshooting of electronics is a plus. 
• Proficiency in data reporting and analytics. 

Soft Skills: 

• Strong cross-functional coordination and stakeholder engagement skills. 
• Excellent verbal and written communication with an emphasis on tact and diplomacy. 
• Ability to manage distributed teams across diverse geographical markets. 

Other Requirements: 

• A valid driver's license is a plus. 
• Demonstrated commitment to continuous improvement and meeting/exceeding expectations.