Technical Field Support Officer (5 Positions)

Job Title : Technical Field Support Officer

Department : AgTech

Reports to : Regional Manager

Number of positions : Five (5)

Location : Amhara Region – Central Gondar, West Gojam, East Gojam, Awi Zone, and North Shoa Zones

Job Type : Full-time/Contract

Job Summary:

The E-Voucher Technical Field Support Officer is responsible for coordinating, facilitating, and supporting the effective implementation of the e-voucher system within an assigned geographical area. The role involves providing direct technical support in the field, delivering practical training, troubleshooting implementation issues, and conducting awareness campaigns collaborating closely with partner institutions to ensure farmers benefit fully from the e-voucher service.

Key Responsibilities:

Lead and Coordinate E-Voucher Implementation:

• Provide field based technical support, leadership and coordination for the implementation of the E-Voucher system and lead the end-to-end rollout and day-to-day operations within the assigned Zone/Woreda.
• Troubleshoot and resolve operational, technical, and logistical issues in the field promptly and manage the distribution and activation of E-Voucher.
• Create awareness and provide guidance to ensure that all devices assigned for the E-Voucher application are properly stored, maintained and used effectively
• Conducts campaigns in collaboration with MFIs, MPCs, and agricultural experts to ensure that all eligible farmers in the assigned area are registered and able to use the E-Voucher system.
• Ensure rigorous data collection on voucher distribution, redemption and beneficiary feedback.
• Monitor E-Voucher end users compliance with agreed terms
• Analyze field data to identify trends, issues and opportunities for E-Voucher implementation improvement.
• Conduct follow-up visits after troubleshooting to ensure that systems are still functioning optimally.
• Oversee routine maintenance of devices and systems to ensure longevity and prevent failure.
• Identify technical or operational problems encountered during E-Voucher implementation and propose practical solutions.
• Provide regular updates to the Regional Manager regarding ongoing issues and resolution progress.
• Prepare and submit regular weekly and monthly report on activities achievements and challenges faced.

Field Level Mobile Application Support and Technical Troubleshooting:

• Conduct regular field visits to install, configure and demonstrate the E-Voucher mobile application for MFI Agents and MPC Officers.
• Ensure that all Mobile Phones are operational and properly configured for the E-Voucher platform.
• Continuously monitor the performance of E-Voucher systems to ensure they are functioning as expected.
• Collect and analyze system data, including transaction logs, to report on performance and identify potential issues.
• Prepare technical reports and document all troubleshooting steps and solutions.
• Ensure the timely and accurate registration, verification, and onboarding of end users.
• Proactively identify implementation challenges and develop actionable solution plans and escalate critical technical or operational issues promptly to the Regional Manager.

Deliver Practical Training and Capacity Building:

• Onboard newly recruited MFI Agents, Cashiers, and MPC Officers by providing practical on-job training on the use, management and implementation of the E-Voucher system and provide continuous field-based support and refresher training to existing users.
• Oversee the onboarding, training, and continuous support of MFI and MPC Agents.
• Conduct regular performance reviews and build the capacity of E-Voucher users.

Strengthen Stakeholder Engagement and Collaboration

• Plan and execute campaigns in collaboration with MFI, MPC, agricultural experts to promote the program and recruit farmer users.
• Work closely with the Zone and Woreda E-Voucher Technical Committee and stakeholders to resolve E-Voucher implementation related issues.
• Ensure clear and timely communication with E-Vouchers end users and stakeholders regarding system updates and operational changes.
• Build and maintain strong, productive relationships with the stakeholder and ensuring their active participation and addressing their concerns.
• Manage communication with beneficiaries, ensuring they understand how to use the e-vouchers and their rights and responsibilities.

Qualification

• BA degree with any field but preference is given with BA in IT or Computer Science.
• No previous work experience is required. The required experience is zero years.