JOB OPPORTUNITY
Technical Operations Coordinator
Company Name: Laiki Technology Limited
Reports to: Head of Technical Operations
Duty Station: Dar es Salaam, Tanzania
Background Information
Afritrack is a leading regional Internet of Things (IoT) service provider headquartered in Mauritius. Laiki Technology Ltd is the Tanzanian subsidiary. The company’s purpose and value proposition is to provide actionable intelligence to customers by leveraging cutting-edge IoT technology and Data Analytics. Its services help customers improve 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 five years.
Customer centricity and delivering value are two of the company’s core values. Everything the company does is aimed at ensuring customers receive the best experience and intelligence possible.
Overall Responsibility
The Technical Operations Coordinator will 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 on:
a) Order Fulfillment – Tasks related to fulfilling new orders
b) Customer Support – Tasks related to offering customer support
c) Department Management – Departmental tasks that are overarching across both orders and support
However, they must be able to carry out all tasks below and may be assigned to any focus area by their supervisors. Where assigned, they will be responsible for meeting the KPIs of that focus area.
A specific Technical Operations Coordinator may be assigned one focus area or two focus areas simultaneously. Assignment may be based on rotation or may be impromptu depending on workload and resource availability. Rotation between focus areas is also expected and encouraged.
Detailed Responsibilities for Order Fulfillment
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 assessments, and tracking dashboards.
- Monitor project progress and maintain regular communication with the Sales Department regarding completed and pending orders.
Detailed Responsibilities for Customer Support
3. 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 agreed.
- 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 Order Fulfillment and Customer Support
4. 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 Technical Operations Coordinators and the Head of Technical Operations to optimize visits and use of available resources, in collaboration with HTO/SDM.
- Ensure all scheduled appointments are honored through proper preparation and coordination.
5. 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.
6. 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 according to department SLAs and SOPs.
- Generate relevant reports for all functional areas.
- Maintain records of regional technician activities, equipment inventory, and payment information.
7. Inventory Management
- Keep an eye on all inventory levels and initiate the re-ordering process in good time.
- Receive all inventory to the 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 and support-related replacements.
- Process and track returned units, ensuring proper testing, labeling, and handover to the Finance Department.
8. 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. The primary responsibility for this lies with Senior Technicians; this role is to oversee and manage that process.
- Take necessary actions 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 reordering or issuing working tools, advising disciplinary actions on employees who misuse, lose, or destroy tools issued, and other related actions.
9. Capacity Building
- Oversee and manage the process of internal learning and improvement so that the company improves how it works and ensures long-term and sustainable solutions.
- Promote the principle of working smarter, not necessarily harder.
- Conduct activities such as periodic deep-root analysis of tickets, including tickets opened for installations under 90 days, and other relevant activities.
- Oversee and manage internal training and certification of technicians, as well as external training and certification of installations on new models of vehicles.
10. Quality Assurance and Improvements
- Oversee and manage the process of quality assurance checks and track the agreed tasks thereafter.
- The primary responsibility for quality assurance checks lies with Senior Technicians; this role is to oversee and manage that process.
11. Documentation and Knowledge Creation
- Create or update Technical Manuals.
- Create or update Standard Operating Procedures (SOPs).
- Create or update documents outlining minimum acceptable standards of workmanship and quality of installations.
Detailed Responsibilities for All Focus Areas
12. Additional Responsibilities
- Execute other tasks as assigned by the Head of Technical Operations, SDM, or MD.
Reporting
The candidate will report to the Head of Technical Operations and will be part of the Service Delivery Department.
Qualifications
- The candidate should have at least 3 years of direct and relevant experience working in operations within the realm of information systems.
- The candidate should be very IT savvy and confident in using desktop and online tools and applications.
- The candidate should be able to communicate well.
The Candidate
The successful candidate:
- Is able to confidently communicate with customers and manage relationships.
- Is able to work with minimal supervision and demonstrates a high sense of responsibility.
- Should be proactive and assertive with customers to ensure scheduling is done effectively.
- Must be good at following up with customers via calls and emails while maintaining a good rapport with them.
- Must be process-oriented, resourceful, and innovative in overcoming challenges and be 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
Are you who we are looking for? If you feel you fit this role and are interested in applying, please send your application by email to [email protected] 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
16th September 2026