Field Support Officer - Mozambique
On-site · Maputo, Maputo City, Mozambique
Job Summary
Provide day-to-day operational and performance support to field sales and after-sales teams; coordinate installations, manage SWAP escalations, and support field team within defined processes and SLAs to improve field productivity, turnaround time, and service quality. Responsibilities include acting as first-line operational support for the field team, coordinating with Sales, CX, Operations, and IT; owning SWAP cases and tracking to closure within SLAs; maintaining SWAP/escalation trackers; ensuring installations with proper documentation; supporting field quality processes including recruitment, onboarding, checklists, and QA requirements; assisting in resolving field team disputes including product returns and warranty claims; tracking KPIs and producing simple operational reports; collecting agent feedback and escalating recurring issues; supporting field activity initiatives such as waivers, special projects, and ad-hoc interventions. KPI focus areas include SWAP turnaround, installation timelines, escalation resolution rate, SLA adherence, reporting accuracy/timeliness, and field performance improvement.
Required Qualifications
- Bachelor's degree in arts, business, environmental science, project Management or a related field
- A minimum of 3 years of experience in sales support, preferably in the clean cooking industry, solar or related environmental sectors
- Strong organisational and multitasking abilities
- Data analysis and reporting skills
- Communication skills, both written and spoken English and local languages
Additional Requirements
- Qualified Female Candidates encouraged to Apply
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