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Support Coordinator (East-Africa)



Customer Service
Nairobi, Kenya
Posted on Thursday, May 23, 2024

Why you? You're not just on the hunt for any job. You're driven to make a real difference—ensuring that our end-users never have to sit in the dark. As our support coordinator, you'll oversee technical support for all distributors in your region. Whether you're working directly or coordinating with our solar technicians stationed at distributor sites, your role is crucial.

What you will be doing

As our Regional Support Coordinator, you play a crucial role in keeping operations smooth and efficient across East Africa, including Rwanda, Congo, Kenya, Ethiopia, and Nigeria. You ensure our team and partners are empowered to maintain and enhance our services effectively. Your main tasks will include:

  • Technical support coordinator: you’re the go-to person for 3-5 technicians in different countries. When they can't figure it out, you step in. You have regular check-ins with your team to help keep everyone aligned and motivated. Your leadership is key to making sure our tech support team feels supported and appreciated.

  • Training new distributors: you’ll work closely with 3-5 partner distributors. Not every distributor has their own solar technicians, so you'll often coordinate quick troubleshooting via a WhatsApp group. You're also in charge of getting new distributors ready with hands-on demos and training sessions to handle common issues independently.

  • Problem solving: your job is to ensure that technical problems are resolved quickly and efficiently. You’ll oversee the reporting processes of our technicians, making sure they are thorough and timely. This directly boosts our reputation and success.

  • Team alignment: you'll connect the dots between our technicians and Pieke, the technical support manager. You'll keep track of technical issues and achievements, organize important data, and report back with insights that could help enhance our products and sales strategies.

You’ll be part of a dynamic technical team, including 10 members aged 25-35, composed of four women and six men. You'll meet biweekly and coordinate closely with the technicians who work onsite with our distributors or in coworking spaces along with some sales personnel in Rwanda, Nigeria, and Kenya.