Job Title: Technical Operations Coordinator

Company Name: Laiki Technology Limited

Background Information:

Afritrack (afritrack.com) is a leading regional Internet of Things (IoT) service provider headquartered in Mauritius. LAIKI Technology Ltd is the Tanzanian subsidiary. Our purpose and our value proposition is to provide actionable intelligence to our customers by leveraging cutting edge IoT technology on the one hand and Data Analytics on the other. Our services help customers improve their operational efficiencies and reduce costs. Having recently secured seed funding, the company is at an exciting high growth stage of its evolution with plans to expand throughout Africa over the next 5 years.

Customer centricity and delivering value are two of our core values in that everything we do, we do so that our customers get the best experience and intelligence possible.

Overall Responsibility:

To manage and coordinate all aspects of technical operations and ensure they are executed with the highest level of integrity, quality, and efficiency. A Technical Operations Coordinator needs to be agile and adaptable. They can either be deployed with a focus area of;

• a) Order Fulfilment - These are for tasks related to fulfilling new orders
• b) Customer Support - These are for tasks related to offering customer support
• c) Department Management - These are departmental tasks that are overarching across both orders and support.

However, they must be able to carry out all tasks below and hence be assigned to any focus area where their supervisors shall assign them. Where assigned, they have the responsibility of meeting the KPIs of that focus area. A specific Technical Operations Coordinator can be assigned a focus area, but can also be assigned two focus areas to work on simultaneously. Assignment can be based on rotation, but it can also be impromptu based on work load and resource availability. Rotation between focus areas is also expected and encouraged.

Detailed Responsibilities for focus area: Order Fulfilment

1. Customer Order Management
   • Serve as the primary point of contact between customers and Afritrack throughout the order fulfillment process
   • Ensure timely order execution while maintaining continuous customer communication
   • Coordinate with internal departments and external stakeholders to maximize fulfillment efficiency
2. Project Management
   • Develop comprehensive project plans for complex orders including Gantt charts, stakeholder lists, risk assessment, and tracking dashboards
   • Monitor project progress and maintain regular communication with Sales department regarding completed and pending orders

Detailed Responsibilities for focus area: Customer Support

1. Customer Service
   • Provide on-site support for issues that have been escalated from Customer Service
   • Ensure issues are addressed in a timely manner, with observance of the SOPs and SLAs agree.
   • Ensure the issue is well documented, pictorial evidence is collected and uploaded correctly and an accurate, transparent and logical explanation is provided that can be related to the customer.
   • Escalate issues that cannot be resolved in a timely manner providing adequate and comprehensive background information.

Detailed Responsibilities for focus area: Order Fulfilment and Customer Support

1. Scheduling and Planning
   • Create installation schedules at least 12 days in advance through coordination with the Back Office Assistant and customers
   • Plan and organize technician visits for orders or tickets in coordination with other TOCs and HTO to optimize visits and use of available resources. collaboration with HTO/SDM
   • Ensure all scheduled appointments are honored through proper preparation and coordination
2. Technical Support and Quality Assurance
   • Provide remote support to on-site technicians for device connection, configuration, activation, and testing
   • Verify device configurations follow established protocols and checklists according to SLAs
   • Activate and provision SIMs while ensuring data accuracy and integrity
3. Documentation and Reporting
   • Prepare and file formal handover documentation including certificates signed by customers
   • Ensure all order forms and service delivery documentation are properly completed and filed
   • Document feedback for orders and tickets both electronically and physically per department SLAs and SOPs
   • Generate relevant reports for all functional areas
   • Maintain records of regional technician activities, equipment inventory, and payment information

Detailed Responsibilities for focus area: Department Management

1. Inventory Management
   • Keep an eye on all inventory levels and initiate re-ordering process in good time
   • Receive all inventory to SD/Tech Ops Store and document it properly
   • Distribute inventory between the various SD/Tech Ops inventory locations (including upcountry stations) to ensure faster delivery times for new orders as well as support related replacements.
   • Process and track returned units, ensuring proper testing, labeling, and handover to Finance department
2. Working Tools
   • Oversee and manage the process of maintaining the Standard Working Tools and consumables list as per the relevant SOP.
   • Oversee and manage the process of periodically checking that all technicians and senior technicians have all the working tools needed and that they are in good shape. Take note that the primary responsibility for this lies with Senior Technicians, so this point is to merely oversee and manage that process.
   • Take necessary actions needed to ensure all technicians and senior technicians have all the needed working tools and that they are accounted for at all times. This includes actions such as, but not limited to, reordering (or issuing) working tools, advising disciplinary actions on employees that mis-use, lose or destroy tools issued, and so forth.
3. Capacity building
   • Oversee and manage the process of internal learning and improvement so that we improve how we work and ensure long term and sustainable solutions. The principle is always working smarter, not necessarily harder. This shall be done through such activities as, but not limited to; the periodic deep root analysis of tickets, tickets opened for installations under 90 days, and so forth.
   • Oversee and manage the process of internal trainings and certifications of technicians, external trainings and certification of installations on new models of vehicles,
4. Quality Assurance and improvements
   • Oversee and manage the process of quality assurance checks and track the agreed tasks thereafter. Take note that the primary responsibility for this lies with Senior Technicians, so this point is to merely oversee and manage that process.
5. Documentation and Knowledge Creation
   • Create (or update) Technical Manuals,
   • Create (or update) Standard Operating Procedures (SOP),
   • Create (or update) documents outlining minimum acceptable standards of workmanship and quality of installations

Detailed Responsibilities for focus area: ALL

1. Additional Responsibilities
   • Execute other tasks as assigned by Head of Technical Operations, SDM, or MD

Reporting:

The candidate shall report to the Head of Technical Operations and shall be in the Service Delivery Department.

Qualifications:

1. The candidate should have at least 3 years of direct and relevant experience in working in operations within the realm of information systems.
2. The candidate should be very IT savvy and be very confident in using desktop and online tools and applications.
3. The candidate should be able to communicate well.

The Candidate:

• Is able to confidently communicate with customers and manage relationships
• Able to work with minimal supervision and a high sense of responsibility.
• Should be proactive and assertive with customers so as to ensure scheduling is done effectively.
• Must me good at following up customers via calls and and emails, while maintaining a good rapport with them,
• Must be process oriented, resourceful and innovative in overcoming challenges, a problem solver.
• Must be interested in electronics and technology and ready to be hands-on to achieve results.
• Must be energetic, have a positive outlook and be very creative

How to Apply:

If you feel you fit this role and are interested in applying, then please drop us an email to work@afritrack.com with the subject “Technical Operations Coordinator ”. In the body of the email, state as clearly as possible why you feel you fit the role and attach your updated CV or Resume.

Deadline for Application:

The deadline for applications is 16th September 2026.