Technical Support Coordinator at Benson & Company

Benson & Company Ltd has been a trusted name in consumer electronics and household appliances since 1980. We’ve built our reputation on quality, reliability, and exceptional customer service. Our Corporate Division supports businesses across Tanzania with specialised equipment including commercial kitchen solutions, generators, pumps, radios, solar systems, and more.

We are looking for a Technical Support Coordinator to join our Corporate Division in Arusha. This is a full-time, on-site role.

What You’ll Do:

Job Scheduling & Coordination

• Log, categorise, and assign all technical jobs (installations, repairs, service, warranty).
• Create daily and weekly schedules for technicians.
• Ensure jobs meet SLA timelines and arrange outstation allowances before travel.

Client & Technician Communication

• Update clients on technician arrival times and follow-ups.
• Share clear job details with technicians and sales teams.
• Collect technician reports, photos, and completion notes.

Escalation Handling

• Prepare complete cases for SA/Kenya technical support (model, serial, error codes, photos).
• Follow up until resolution and simplify instructions for technicians.

Documentation & Reporting

• Maintain digital job logs, warranty records, and daily activity updates.
• Prepare weekly reports: pending jobs, SLAs, escalations, repeat issues, technician productivity.
• Maintain SOPs and internal knowledge bases.

Spare Parts & Inventory Coordination

• Check required parts for each job and arrange with stores.
• Maintain minimum stock levels and fast/slow-moving part records.
• Support warranty claims with proper documentation.

Sales & Project Support

• Provide technical details for quotations.
• Coordinate site surveys and assist in planning for major installations.

What You’ll Bring:

• 2–3 years’ experience in technical support, coordination, or customer service.
• Strong communication and organisational skills.
• Ability to understand and relay technical instructions.
• High attention to detail and reliable follow-up discipline.
• Good command of English for SA/Kenya support communication.
• Familiarity with technical products (kitchen equipment, pumps, radios, appliances) is a plus.
• Diploma/degree in engineering, ICT, business administration, or related fields (preferred).

Key KPIs

• Job Completion Rate (SLA performance)
• Response and assignment time
• Escalation resolution speed
• Client satisfaction
• Technician productivity
• Documentation accuracy
• Parts availability
• Repeat issues reduction

Why Join Us

• Work with a respected 45-year-old brand
• Support a fast-growing Corporate Division
• Be the central coordination hub for technicians, sales, and international partners
• Build processes that directly shape customer experience and service quality

Location: Arusha, Tanzania

Type: Full-time, On-site

If you believe you’re the right fit, we’d love to hear from you.