Field Support & Adoption Officers

About the Company

eFiche is a Rwanda-based digital health company bringing AI-enabled clinical tools to nurses and midwives at primary health care facilities across Rwanda. Our tools support real-time clinical decision making, ambient documentation, and risk flagging — directly within the clinical workflows used at health centres every day. Getting frontline health workers to adopt and trust these tools is one of our most important objectives, and Field Support & Adoption Officers are central to making that happen.

Position Overview

We are recruiting three Field Support & Adoption Officers to be our on-the-ground presence at health facilities, ensuring that nurses and midwives are actively using AI-enabled workflows, resolving issues in real time, and feeding user insights back to the product and training teams.

Role Purpose

Field Support & Adoption Officers provide on-the-ground technical support, user coaching, and adoption monitoring across an assigned portfolio of health facilities — serving as the direct link between frontline users and the eFiche team.

Key Responsibilities

• Conduct regular facility visits to support active use of AI-enabled clinical features
• Provide first-line troubleshooting and issue resolution for hardware, connectivity, and software problems at facility level
• Reinforce training through on-site coaching and micro-learning support following initial cascade training
• Log issues, user feedback, and adoption observations into the project's ticketing and feedback systems
• Monitor weekly active use metrics per facility and escalate concerns to the Implementation & Deployment Manager
• Build trusted relationships with facility in-charges, nurses, and district health officers
• Participate in weekly team stand-ups and contribute facility-level insights to product and training decisions

Employment Details

• Reports to: Implementation & Deployment Manager
• Location: Regionally assigned — Kigali | Northern/Eastern | Southern/Western
• Type: Full-time
• Country: Rwanda