Support Coordinator

Jaffer Business Systems (Private) Limited; Karachi Division; On-site; PKR 1,200,000 - 2,000,000; Full time

Job summary

Energy and Automation Pakistan Pvt. Ltd (ENA Pakistan) is seeking a Support Coordinator to manage technical support and service operations across the South Region.

You will lead field teams, handle escalations, and ensure SLA compliance with a focus on UPS, inverters, and solar setups. The role requires strong technical knowledge, team leadership, and experience in customer relationship management, KPI monitoring, and continuous service improvement.

Qualifications

• Bachelor’s degree in Engineering or related technical field required.
• Certifications in service management or project management are a plus.
• Experience in SLA-driven service operations is essential.

Responsibilities

• Manage technical support and service operations to meet SLAs.
• Lead field engineering teams and coordinate with internal stakeholders.
• Oversee warranty and parts coordination to ensure timely resolution.
• Monitor KPI, FTR, productivity, and customer satisfaction.
• Drive process improvements and automation initiatives.

Skills

Leadership

SLA monitoring

Customer relation

Data analysis

CRM & ticketing

Education

Bachelor's degree in Engineering or related field

Tools

CRM

Ticketing tools

Reporting tools

Job description

Energy and Automation Pakistan Pvt. Ltd (ENA Pakistan), a company of Jaffer Business Systems (JBS), began as an SME in the power solutions and backup domain with a vision to address challenges caused by frequent power outages and interruptions. Through dedication, innovation, and customer-centric service, ENA quickly gained trust and recognition in the market. Today, ENA is an enthusiastic and forward-looking team committed to becoming the first choice for IoT and power solutions in Pakistan. The company continues to evolve by integrating cutting-edge technology and automation, delivering reliable, intelligent, and energy-efficient solutions that empower businesses and communities.

Role Overview

Support Coordinatoris responsible for managing technical support and service operations, ensuring service excellence, SLA compliance, timely resolution of customer escalations, and effective resource utilization. The role involves leading support teams, managing customer relationships, monitoring operational performance, and coordinating with internal stakeholders to ensure seamless service delivery. The ideal candidate should have strong technical knowledge of UPS systems, inverters, and solar power setups, along with extensive experience in technical support and service operations.

Job Responsibilities

• Customer & Client Management: Ensure quality service delivery in line with SLAs, contractual commitments, and customer expectations. Manage customer escalations, complaints, service reviews, and critical issues to ensure timely resolution and customer satisfaction.
• Operations & Service Delivery: Oversee day-to-day Field Engineering & Delivery operations across the South Region, ensuring service continuity, productivity, resource utilization, and compliance with agreed service standards.
• Technical Support & Product Knowledge: Maintain strong technical knowledge of UPS systems, inverters, and solar power setups, including their installation, troubleshooting, maintenance, and service requirements.
• Team Leadership & Management: Lead regional and functional support teams, ensuring effective resource allocation, scheduling, workload management, and service coverage. Conduct performance appraisals, coaching, mentoring, and professional development of team members.
• SLA & KPI Management: Monitor key operational KPIs, including SLA compliance, First-Time Resolution (FTR), productivity, Cost of Goods Sold (COGS), resolution time, and customer satisfaction. Identify performance gaps and implement corrective actions.
• Warranty & Service Operations: Oversee warranty support activities and coordinate with relevant teams to ensure timely parts availability, approvals, warranty claims, and issue resolution.
• Resource & Workforce Planning: Ensure timely workforce planning and fulfillment of manpower requirements based on operational needs. Coordinate with HR on hiring, onboarding, contract renewals, attendance, leave, and employee-related administrative matters.
• Cross-Functional Coordination: Collaborate with Supply Chain, Logistics, Store, Technical, HR, Sales, and other relevant teams to resolve operational issues and ensure timely service delivery.
• Parts & Inventory Coordination: Initiate and monitor purchase requisitions and parts orders based on SLA requirements, warranty needs, and operational demand. Ensure timely availability and delivery of parts in line with customer commitments.
• Process Improvement & Automation: Drive continuous improvement through process optimization, standardization, automation, and effective use of technology. Identify root causes of recurring issues and implement sustainable corrective and preventive solutions.
• Business & Commercial Support: Support business development through client meetings, service proposals, renewals, presentations, and solution discussions. Identify opportunities for service improvement, expansion, and customer retention.
• Reporting & Governance: Prepare operational performance reports, highlight risks, and provide actionable recommendations to management. Ensure proper documentation, policy compliance, contractual adherence, and audit readiness.

Qualifications

• Bachelor's degree in Engineering or a related technical discipline.
• Relevant professional certifications in customer service, service management, technical operations, project management, or operational excellence will be an advantage.

Experience

• 5+ years of experience in technical support, customer service, field engineering, or service operations.
• Strong experience in SLA-driven service environments, including KPI monitoring, customer escalations, and service delivery management.
• Hands-on technical knowledge of UPS systems, inverters, and solar power setups, including troubleshooting and maintenance.
• Experience in warranty and service operations, parts coordination, and cross-functional stakeholder management.
• Proven experience in operational planning, resource utilization, customer relationship management, and continuous service improvement.

Skills & Knowledge

• Strong knowledge of SLA-based service operations, KPI monitoring, and performance management.
• Technical understanding of UPS systems, inverters, solar power systems, and associated troubleshooting and maintenance requirements.
• Proven leadership, team management, workforce planning, and resource allocation skills.
• Ability to analyze service data, performance trends, COGS, and operational gaps.
• Strong customer communication, negotiation, relationship management, and escalation-handling skills.
• Proficiency in CRM, ticketing, reporting, and service management tools.
• Strong coordination and problem-solving skills, with the ability to make effective decisions under pressure.
• Working knowledge of Microsoft Excel, operational reporting, and data analysis.
• Knowledge of warranty management, parts availability, inventory coordination, and service logistics.
• Strong understanding of process improvement, operational excellence, and service quality management.