BURN is working to create a world where cooking positively impacts all life on earth by producing the world&rsquo;s most efficient biomass, liquid fuel, and electric cookstoves. BURN is the largest vertically integrated modern cookstove company in the world, providing world-class R&amp;D, manufacturing, and carbon offset projects from our HQ in Kenya and across 10 countries in Africa. Our team &ndash; half of whom are women &ndash; produces and sells over 200,000 stoves per month at our solar-powered facility in Kenya. The company was founded by CEO Peter Scott, who is recognised as the global leader in cookstove commercialisation. BURN has received recognition for its cutting-edge innovation and environmental &amp; social impact from, among others Bloomberg New Energy Finance Award, Global Leap Awards, and Ashden International. BURN is an equal-opportunity employer that is committed to creating the best workplace in the world. Visit BURN/careers if you would like to be part of a world-class team that is committed to making positive, measurable change for people, forests, and the climate.

Technical Customer Representative Coordinator

<div> 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:&nbsp;<ul><li>They are the final checkpoint to ensure we issue products on credit (PayGo) only to the right customer (Customer profile in-person verification)&nbsp;</li><li>Is responsible for product installation and training and ensures we offer quality training to the customer at onboarding that ensures high usage and prompt &amp; consistent repayment&nbsp;</li></ul>&nbsp;They will lead in the coordination of home delivery, in-person customer verification, customer education, product installation, product replacement, system training &amp; utilization, replacement stock management &amp; service tracking through accurate data entry in the BURN help desk system.&nbsp; The role will focus on driving the achievement of field installation &amp; collection KPIs through close collaboration with Commercial teams, Field Logistics and Customer Experience teams.&nbsp; 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 &amp; product usage.&nbsp; Duties and Responsibilities <ul><li>Operational Coordination:&nbsp;<ul><li>Implement and oversee the technical care model and network rollout (TCR Model) of TCRs in alignment with BURN IDC strategic goals.&nbsp;</li><li>Route planning - Plan and assign daily routes for confirmed sales, ensuring 100% planning for next-day delivery/installation.&nbsp;</li></ul></li><li>Stock and Logistics Management:&nbsp;<ul><li>Reconcile stocks between warehouse teams and TCRs while maintaining accountability for field inventory.&nbsp;</li><li>Coordinate with internal teams (sales, warehouse, logistics) and external vendors for efficient deliveries.&nbsp;</li></ul></li><li>Team Management:&nbsp;<ul><li>Supervise TCR performance, ensuring KPI delivery and conducting regular audits of field activities.&nbsp;</li><li>Provide coaching, and continuous capacity building for TCRs to ensure consistent service delivery.&nbsp;</li></ul></li><li>Process Improvement:&nbsp;<ul><li>Identify and escalate process improvement opportunities to Commercial Leadership for optimization.&nbsp;</li></ul></li><li>Data and Reporting:&nbsp;<ul><li>Monitor and report KPIs, analyze trends, and recommend actionable insights for continuous improvement.&nbsp;</li><li>Ensure data accuracy and integrity within BURN systems.&nbsp;</li></ul></li><li>Customer Support:&nbsp;<ul><li>Coordinate timely resolution of escalations, such as faulty unit swaps and repossessions.&nbsp;</li><li>Manage pick-up and returns of swapped and repossessed units.&nbsp;</li></ul></li><li>Cross-functional Collaboration:&nbsp;<ul><li>Act as a liaison between Commercial, Field Logistics, and Customer Experience teams to drive shared objectives.&nbsp;</li><li>Support credit management efforts through collaboration with commercial teams.&nbsp;</li></ul></li></ul>KPIs&nbsp;<ul><li>Installation Timeliness:&nbsp;<ul><li>Ensure 100% of installations are completed within SLA timelines (currently within 48 hours of sales confirmation)&nbsp;&nbsp;</li></ul></li><li>TCR Productivity and Utilization:&nbsp;<ul><li>Achieve a 100% daily task completion rate for assigned TCRs.&nbsp;</li><li>Maintain a minimum of 5 installations per day per TCR across the network.&nbsp;</li><li>Stock and Inventory Accuracy:&nbsp;</li></ul></li><li>Maintain 100% reconciliation of field stock (received vs. utilized vs. returned).&nbsp;<ul><li>Ensure zero tolerance for lost stocks&nbsp;</li></ul></li><li>Faulty Unit Replacement and Repossession:&nbsp;<ul><li>Execute all swap requests for faulty units within 3 working days or as per updated SLA timelines.&nbsp;</li><li>Ensure repossession turnaround time is under 5 working days or as per updated SLA timelines.&nbsp;</li></ul></li><li>Reverse Logistics Management:&nbsp;<ul><li>Ensure 100% retrieval rate of all faulty or repossessed units within SLA timelines.&nbsp;</li><li>Establish proper documentation and data entry for 100% of returned units in the system.&nbsp;</li><li>Ensure that 100% of retrieved units are received in warehouses.&nbsp;</li></ul></li><li>Customer Feedback and Satisfaction:&nbsp;<ul><li>Collect Voice of Customer (VOC) feedback for each customer visit with actionable insights reported monthly.&nbsp;</li><li>Maintain a high Customer Satisfaction Score (CSAT) as defined by the business&nbsp;</li></ul></li><li>Credit Management Support:&nbsp;<ul><li>Support commercial teams in credit management&nbsp;&nbsp;</li><li>Contribute to&nbsp; &gt;95% monthly repayment rates for managed customer portfolios within the first 90 days of installation by resolving field issues impacting repayments.&nbsp;</li></ul></li><li>Data Accuracy and Reporting:&nbsp;<ul><li>Ensure 100% data accuracy in the system, with all field activities and stock movements logged in real-time.&nbsp;</li><li>Submit daily, weekly and monthly performance reports to the quality and retention manager&nbsp;</li></ul></li><li>Training and Development:&nbsp;<ul><li>Ensure that all TCRs undergo a minimum of one training session per month on technical and operational best practices.&nbsp;</li></ul></li></ul>Skills and Experience:<ul><li>Qualifications:&nbsp;</li></ul><ul><li>A degree in Business Administration, or a related field.&nbsp;</li><li>Experience:&nbsp;</li><li>At least 5 years in an operational support role, preferably in a PayGO organisation.&nbsp;</li><li>Proven experience in route planning, delivery management, reverse logistics, and field team coordination.&nbsp;</li><li>Familiarity with customer repayment collection processes and credit portfolio management.&nbsp;</li><li>Technical Skills:&nbsp;</li><li>Basic knowledge of installation and troubleshooting of electronics is a plus.&nbsp;</li><li>Proficiency in data reporting and analytics.&nbsp;</li><li>Soft Skills:&nbsp;</li><li>Strong cross-functional coordination and stakeholder engagement skills.&nbsp;</li><li>Excellent verbal and written communication with an emphasis on tact and diplomacy.&nbsp;</li><li>Ability to manage distributed teams across diverse geographical markets.&nbsp;</li><li>Other Requirements:&nbsp;</li><li>A valid driver's license is a plus.&nbsp;</li><li>Demonstrated commitment to continuous improvement and meeting/exceeding expectations.</li></ul>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; 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). &nbsp; &nbsp; </div>

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BURN

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