About the role

The Technical Customer Representative team lead will be responsible for the coordination of Technical Customer Representatives (TCRs) in their assigned region. Their 2 core roles will be:

• Right customer vetting: Through their TCR team, they are the final checkpoints to ensure we issue products on credit (PayGo) only to the right customer (Meets BURN credit policy C customer profile) through in-person verification/vetting at the point of delivery C installation
• Installation s Customer onboarding: Is responsible for product installation and training and ensures we offer quality training to the customer at onboarding that ensures high usage and prompt C consistent repayment

They will lead in the coordination of home delivery, in-person customer verification, customer education, product installation, product replacement, system training C utilization, replacement stock management C service tracking through accurate data entry in the BURN help desk system in their respective regions.
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 C product usage.

Duties and Responsibilities
Operational Coordination:

• Coordinate their team of assigned TCRs to oversee credit vetting, installations and customer training.
• Route planning – Plan and assign daily routes for confirmed assigned installations/prospects, ensuring 100% planning for next-day delivery/installation.

Stock and Logistics Management:

• Is responsible for inventory sitting with the TCRs under him and ensures 100% stock reconciliation C accountability on a daily basis.

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.

Customer Support:

• Coordinate timely resolution of escalations, such as faulty unit swaps and repossessions.
• Reverse logistics: Manage pick-up and returns of swapped and repossessed units.

Process Improvement:

• Identify and escalate process improvement opportunities for optimization.

 KPIs
Installation Timeliness:

• Ensure 100% of installations are completed within SLA timelines (currently within 48 hours of sales confirmation)
• TCR Productivity and Utilization:
• Achieve 100% daily task completion rate for assigned TCRs.
• Maintain a minimum TCR productivity (installations per day) for their TCR team.
• Achieve any other productivity targets set on installations, repossessions, swaps among others.

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 as per updated SLA timelines.
• Ensure repossession turnaround time is as per updated SLA timelines.

Reverse Logistics Management:

• Ensure 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 the retrieved units are received in warehouses.

Customer Feedback and Satisfaction:

• Maintain a high Customer Satisfaction Score (CSAT) as defined by the business.

Credit Management Support:

• Support commercial teams in credit management.
• Contribute to >97% 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 their supervisor as required.

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

• A degree, diploma or certificate in Electronics/Electrical, Telecommunication, Business Administration, or a related field. Commensurate field experience will also be considered.
• At least 2 years in an operational field support role, preferably in a PayGO organization.
• At least 1 year prior experience managing field teams is a mandatory requirement.
• Experience in route planning, delivery management, reverse logistics, and field team coordination will be an added advantage.
• Familiarity with customer repayment collection processes and credit portfolio management.
• Basic knowledge on installation and troubleshooting of electronics is a plus.
• Proficiency in data reporting and analytics.
• 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.
• A valid driver’s license is a plus.
• Demonstrated commitment to continuous improvement and meeting/exceeding expectations.