Field Officer at ATEC Global

ATEC is a climate tech company that provides clean cooking solutions to households across the Global South. Our IoT enabled electric induction stoves and biodigesters replace biomass-fueled cooking in Asia and Africa, while simultaneously generating fully digitised carbon credits and providing households at the base of the pyramid with access to global carbon markets. ATEC is decarbonising cooking through verifiable technology and solving a health problem that affects 1 in 2 people on the planet.

ATEC is implementing a large-scale clean cooking carbon project in Malawi. The Field Officers in Lilongwe/Blantyre will coordinate with ATEC’s on-the-ground distribution partners in Malawi to facilitate and implement project rollout activities – including customer engagement and usage support, Product training and Service after sales support . The Field Officers will report to the Carbon Project Implementation Lead in Malawi while working in close cooperation with staff from our partners in Malawi and ATEC colleagues from our Global Operations team. We will hire one Field Officer in each location, Lilongwe and Blantyre. (Note there is a separate job post for the other location.)

Project Implementation

• Implement and execute project activities for successful execution of the clean cooking project, together with our implementation partners
• Track project milestones and deliverables of our implementation partners (LMDs)
• Identify, flag and address any challenges or risks that may affect project completion
• Conduct regular user audits to ensure selection of suitable household and optimal usage
• Conduct regular and ad hoc audits of documentation, including KYC and carbon waiver forms, to ensure carbon project compliance
• Periodic training on product use, maintenance, and safety to implementation partners

Customer Engagement and Usage Support

• Facilitate product demonstrations and awareness sessions to support implementation partners
• Conduct routine follow-up visits and calls to customers to ensure correct usage and customer satisfaction
• Gather data on usage patterns from database and engage with users to optimise usage
• Gather user insights to develop and refine user profile in Malawi to optimise usage
• Identify barriers to usage and develop solutions to drive usage together with local and global team

Customer Service Support

• Advise implementation partners in setting up and operating service after sales, including responding to queries and concerns from users and ensuring customer satisfaction by resolving issues effectively
• Track performance of implementation partners on delivering excellent customer service and and addressing project-related inquiries
• Educate and implementation partners users on proper product use, safety, cleaning, and maintenance
• Conduct routine customer service audit to ensure correct usage and customer satisfaction

After-Sales Service & Technical Support

• Conduct regular training on After Sale Services for our implementation partners and technical support team, to enable first-line technical support to households
• Support the implementation of ATEC’s return polices for users below usage threshold
• Conduct regular follow-up visits to check product performance and customer satisfaction
• Conduct audits of implementation partners for service after sales to ensure spare parts are maintained and used correctly
• Reconcile monthly spare parts usage against repairs done

QUALIFICATIONS AND EXPERIENCE

• 2 years experience in project coordination or business development
• Degree in project management, development, business or similar
• Proven track record in project implementation and/or market development
• Experience with clean cooking projects or other comparable base-of-pyramid field-based work
• Proven track record in government relations is an added advantage
• Native speaker-level communication skills in local key languages with excellent English communication skills (written and oral)
• Strong skills in Microsoft Office and Google Suite
• Comfortable with analysing numbers and reporting project data as a basis for decision making
• Experience with impact measurement and reporting

PERSONAL ATTRIBUTES

• Excellent organisational skills and high attention to detail while being able to filter out what really matters and what not
• Strong interpersonal skills and ability to build relationships with diverse stakeholders, including ability to engage with users and partners
• Enjoy working in a fast paced and distributed startup/scaleup work environment
• Resolute in using your skills and experience to making the strongest possible impact in the world
• Strong written and verbal communicator, with the ability to translate operational jargon into everyday language across languages and cultures
• Willingness to travel regularly to provinces for field visits and engagement activities
• Alignment with ATEC’s core values of One Team, Continuous Learning & Goal-Orientated