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