售后现场技术支持协调员

Job Description

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

• Degree Business, Operations, Electronics, or related field.
• Minimum 3-5 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).