Technical Operations Coordinator

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 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 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 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 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 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 integri