Manager – Customer Support Service

Key responsibilities

1. Lead and manage the customer support service division, ensuring the smooth delivery of after-sales support and service operations.
2. Drive team performance to achieve individual and departmental service revenue and profitability targets.
3. Develop and implement strategic service plans to enhance customer satisfaction and service efficiency.
4. Monitor and ensure achievement of KPIs, service quality standards, and compliance with manufacturer guidelines.
5. Foster continuous improvement initiatives for service processes and facility development.
6. Mentor and guide a team of engineers and support staff to build a high-performing service culture.
7. Build strong relationships with clients, resolve escalated service issues, and ensure high customer retention.

Candidate profile

1. Below 45 years of age.
2. Bachelor’s degree or diploma in mechanical or electrical engineering.
3. Minimum 4-6 years of experience in after-sales service management, preferably in the diesel power generator or similar industry.
4. Proven leadership and team management skills.
5. Strong analytical, communication, and interpersonal skills.
6. Proficiency in Microsoft Excel and other relevant software tools.
7. Fluency in Sinhala and English.

What we offer

1. A career-enhancing opportunity in a reputed engineering organization.
2. Competitive remuneration package commensurate with qualifications and experience.
3. Exposure to a supportive and professional work environment with avenues for continuous development.

About the company

The company is one of Sri Lanka’s most trusted leaders in comprehensive integrated engineering solutions. It is embarking on an aggressive strategy of expansion in order to better serve a diverse spectrum of esteemed clientele built up over the past seven decades. Clientele includes respected leaders in construction, health, hospitality, apparel, and textile sectors. The company is an ISO 9001 certified company registered as an EM1 contractor for Diesel Generators and MVAC with Sri Lanka Construction Industry Development Authority (CIDA).