Head of Technical Service Support and Warranties(SupremeServAftersales)

About the Job

KSB is a global leader in pumps valves and related services providing high-efficiency solutions for applications across building services industry water wastewater power and mining. Founded in 1871 in Germany KSB operates worldwide with extensive manufacturing facilities and over 190 service centers under the KSB SupremeServ brand. Our success is driven by innovation sustainable practices and a strong commitment to our people and customers.

Position: Head of Technical Service Support and Warranties (Supreme Serv/Aftersales)

Department: SupremeServ

Location: Head office-KSB Pakistan
Shift: Day

Purpose of the Position:

Ensure effective technical support warranty management and timely resolution of customer complaints. Lead failure analysis and reliability improvement initiatives. Provide technical expertise to customers and internal stakeholders. Drive reverse engineering and the development of technical solutions. Ensure compliance with quality standards and warranty policies. Support business growth through technical and commercial excellence.

Key Responsibilities:

• Customer Complaint Management: Develop implement and maintain an effective complaint handling and monitoring system to ensure timely registration assessment escalation and resolution of customer complaints.
• Technical Service Support: Provide technical guidance and troubleshooting support to Sales Field Service Workshop Quality and Customers to ensure prompt resolution of technical issues and optimized equipment performance.
• Warranty Assessment & Administration: Evaluate and process warranty claims in accordance with company warranty policies contractual obligations and applicable standards ensuring fair consistent and commercially sound decisions.
• Root Cause Failure Analysis (RCFA): Lead technical evaluations into product equipment and service failures identify root causes and coordinate corrective and preventive actions to minimize repeat occurrences.
• Complaint & Warranty Database Management: Maintain an accurate and comprehensive database of complaints warranty cases technical findings and corrective actions to support reporting trend analysis and continuous improvement.
• FOC / Goodwill Approval Management: Coordinate and facilitate timely approvals for Free-of-Charge (FOC) goodwill and warranty-related support cases while maintaining complete records and cost visibility.
• Cross-Functional Coordination: Collaborate with Sales Quality Control Manufacturing Procurement Workshops Field Service and Global Support Teams to ensure effective resolution of technical and warranty matters.
• Monitoring of Corrective Actions: Track and monitor ongoing complaint and warranty cases ensuring agreed actions are implemented and closed within defined timelines.
• Technical Documentation & Reporting: Establish and maintain technical reports inspection findings warranty records failure analyses and monthly management reports for effective decision-making and performance monitoring.
• Process Development & Compliance: Develop review and improve SOPs technical guidelines and warranty procedures while ensuring compliance with company policies quality standards and contractual requirements.

Experience & Skill Requirements

• Bachelors degree in engineering preferably in Mechanical Industrial or Manufacturing Engineering.
• Minimum 810 years of relevant professional experience in a technical engineering customer support warranty or related field.
• Strong customer orientation with a focus on building long-term customer relationships and creating sustainable value.
• Proven ability to effectively manage customer interactions expectations complaints and escalations.
• Excellent conflict management negotiation analytical and problem-solving skills.
• Strong communication interpersonal and stakeholder management capabilities.
• Strong people development and leadership skills with the ability to lead coach and motivate teams.

Why Join Us

Step into a rewarding career with a dynamic forward-thinking organization that values talent innovation and professional growth. Join us to take on exciting challenges unlock your potential and Transform Your Career with Us!

How to Apply

If you are ready to take the next step in your professional journey we invite you to submit your CV through our company portal by October 15 2026