Technical Operations Coordinator at Afritrack, Dar es Salaam September 2026

Technical Operations Coordinator at Afritrack, Dar es Salaam September 2026

Website Afritrack

Afritrack

Job Title: Technical Operations Coordinator
Company Name: Laiki Technology Limited
Reports To: Head of Technical Operations
Duty Station: Dar es Salaam, Tanzania
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 – 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 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 workload and resource availability. Rotation between focus areas is also expected and encouraged.
Detailed Responsibilities
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.
Focus Area: 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.
Focus Area: Order Fulfilment 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 TOCs and HTO 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 per department SLAs and SOPs.
    • Generate relevant reports for all functional areas.
    • Maintain records of regional technician activities, equipment inventory, and payment information.
Focus Area: Department Management
  • 7. 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.
  • 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 (primary responsibility lies with Senior Technicians).
    • 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 (e.g., reordering/issuing tools, advising disciplinary actions for lost/damaged tools).
  • 9. Capacity Building
    • Oversee and manage internal learning and improvement to ensure long-term and sustainable solutions (e.g., periodic deep root analysis of tickets and installations under 90 days).
    • Oversee and manage internal trainings and certifications of technicians, as well as external trainings and certifications on new vehicle models.
  • 10. Quality Assurance and Improvements
    • Oversee and manage the process of quality assurance checks and track agreed tasks thereafter (primary responsibility lies with Senior Technicians).
  • 11. 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.
Focus Area: ALL
  • 12. Additional Responsibilities
    • Execute other tasks as assigned by Head of Technical Operations, SDM, or MD.
Reporting Line
The candidate shall report to the Head of Technical Operations and shall be in the Service Delivery Department.
Qualifications & Candidate Profile
  • Minimum 3 years of direct and relevant experience working in operations within information systems.
  • Highly IT-savvy and confident in using desktop and online tools/applications.
  • Excellent communication skills; confident communicating with customers and managing relationships.
  • Able to work with minimal supervision and possesses a high sense of responsibility.
  • Proactive, assertive, and effective at customer follow-ups via calls and emails while maintaining good rapport.
  • Process-oriented, resourceful, innovative, and a strong problem solver.
  • Passionate about electronics and technology with a hands-on approach to achieving results.
  • Energetic, positive outlook, and highly creative.
How to Apply
Send an email to work@afritrack.com with the subject “Technical Operations Coordinator”. In the body of the email, clearly state why you fit the role and attach your updated CV or Resume.
Application Deadline: September 16, 2026

To apply for this job email your details to work@afritrack.com

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