Job Description

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

• Bachelor’s degree in engineering, preferably in Mechanical, Industrial, or Manufacturing Engineering.
• Minimum 8–10 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