Field Support Officer – Mozambique

About the role

The Field Support Officer provides day‑to‑day operational and performance support to field sales and after‑sales teams in Mozambique. Working closely with Sales, Customer Experience, Operations and IT, the role ensures field activities are executed efficiently, installations are documented correctly, and service quality continuously improves.

Key responsibilities

• Act as first‑line operational support for the field team, handling inquiries and tickets to resolution.
• Coordinate with Sales, CX, Operations and IT to ensure smooth execution of field activities.
• Own and manage all SWAP cases escalated from CX, tracking each case to closure within agreed SLAs.
• Maintain accurate SWAP and escalation trackers and provide regular status updates.
• Ensure installations are completed with required documentation as per company standards.
• Support field‑team quality processes, including recruitment, onboarding, checklists and quality assurance.
• Assist in resolving disputes such as product returns and warranty claims in line with policy.
• Track key field performance indicators and prepare simple, accurate operational reports.
• Collect agent feedback, identify recurring issues and support ad‑hoc operational initiatives.

Required profile

• Bachelor's degree in arts, business, environmental science, project management or a related field.
• Minimum of 3 years experience in sales support, preferably in the clean cooking, solar or related environmental sectors.
• Strong organisational and multitasking abilities.
• Excellent data analysis and reporting capabilities.
• Effective written and spoken communication in English and local languages.
• Female candidates are encouraged to apply.

Required skills

• Data analysis
• Reporting