Support Coordinator

Energy and Automation Pakistan Pvt. Ltd (ENA Pakistan), a subsidiary of Jaffer Business Systems (JBS), started as a small-to-medium enterprise focused on power solutions and backup systems to address frequent power outages. Through innovation and a customer-centric approach, ENA has established itself as a trusted name in the market. The company is dedicated to becoming the leading provider of IoT and power solutions in Pakistan by integrating advanced technology and automation to deliver reliable, intelligent, and energy-efficient products that support businesses and communities.

Key Responsibilities

- Manage customer and client relationships to ensure service delivery aligns with SLAs, contractual obligations, and customer expectations. Handle escalations, complaints, service reviews, and critical issues to guarantee timely resolution and satisfaction.
- Oversee daily Field Engineering and Delivery operations across the South Region, maintaining service continuity, productivity, resource utilization, and compliance with service standards.
- Maintain in-depth technical knowledge of UPS systems, inverters, and solar power setups, including installation, troubleshooting, maintenance, and service requirements.
- Lead regional and functional support teams by effectively allocating resources, scheduling, managing workloads, and ensuring adequate service coverage. Conduct performance evaluations, coaching, mentoring, and professional development.
- Monitor key operational KPIs such as SLA compliance, First-Time Resolution (FTR), productivity, Cost of Goods Sold (COGS), resolution time, and customer satisfaction. Identify gaps and implement corrective measures.
- Manage warranty support activities, coordinating with relevant teams to ensure timely parts availability, approvals, warranty claims, and issue resolution.
- Plan and fulfill workforce requirements based on operational needs, collaborating with HR on hiring, onboarding, contract renewals, attendance, leave, and employee administration.
- Collaborate with Supply Chain, Logistics, Store, Technical, HR, Sales, and other departments to resolve operational challenges and ensure smooth service delivery.
- Initiate and monitor purchase requisitions and parts orders in line with SLA requirements, warranty needs, and operational demand to ensure timely parts availability.
- Drive continuous process improvement through optimization, standardization, automation, and effective use of technology. Identify root causes of recurring issues and implement sustainable solutions.
- Support business development by participating in client meetings, service proposals, renewals, presentations, and solution discussions. Identify opportunities for service enhancement, expansion, and customer retention.
- Prepare operational performance reports, highlight risks, and provide actionable recommendations. Ensure documentation, policy compliance, contractual adherence, and audit readiness.

Required Qualifications

- Bachelor’s degree in Engineering or a related technical field.
- Minimum of 5 years’ experience in technical support, customer service, field engineering, or service operations.
- Strong experience working in SLA-driven environments, including KPI monitoring, customer escalation handling, and service delivery management.
- Hands-on technical expertise with UPS systems, inverters, and solar power setups, including troubleshooting and maintenance.
- Proven experience in warranty and service operations, parts coordination, and managing cross-functional stakeholders.
- Demonstrated skills in operational planning, resource utilization, customer relationship management, and continuous service improvement.

Skills and Knowledge

- Comprehensive understanding of SLA-based service operations, KPI tracking, and performance management.
- Technical proficiency in UPS, inverter, and solar power system troubleshooting and maintenance.
- Strong leadership capabilities in team management, workforce planning, and resource allocation.
- Ability to analyze service data, performance trends, COGS, and identify operational gaps.
- Excellent communication, negotiation, relationship management, and escalation resolution skills.
- Proficiency with CRM, ticketing, reporting, and service management software.
- Effective coordination and problem-solving skills with the ability to make decisions under pressure.
- Working knowledge of Microsoft Excel, operational reporting, and data analysis.
- Familiarity with warranty management, inventory coordination, parts availability, and service logistics.
- Commitment to process improvement, operational excellence, and maintaining high service quality standards.