Technical Leader
Karofi Group Joint Stock Company
Role Overview
• The Technician Service Leader is a key position responsible for leading and scaling the company’s technical service operations.
• This role owns end-to-end service delivery, technical team performance, and service quality, acting as the bridge between customers, technicians, and management.
• This position is ideal for a hands-on technical leader who is ready to build, stabilize, and elevate a service team, not just supervise daily tasks.
Key Responsibilities
1. Service Operations Ownership
• Lead and manage end-to-end service operations including installation, maintenance, repair, and warranty services for Air Conditioning / Refrigeration systems.
• Plan and control daily service activities to ensure response time, service quality, and customer satisfaction targets are achieved.
2. Technical Team Leadership & Team Building
• Lead, coach, and manage a team of service technicians (field-based and/or in-house).
• Participate in hiring team, including technician evaluation and capability development.
3. KPI, Performance & Cost Control
• Own service KPIs
• Monitor service productivity, manpower utilization, and basic service cost control.
• Prepare service reports
4. Customer & Stakeholder Management
• Build and maintain strong working relationships with key customers and business partners.
• Coordinate closely with Sales, Operations teams to ensure smooth service execution.
Authority & Scope
• Authority to organize daily service operations and technician deployment.
• Strong involvement in technician recruitment, training, and performance evaluation.
• Direct influence on service processes, technical standards, and service improvement initiatives.
Qualifications & Experience
• Bachelor’s Degree in Engineering (Mechanical, Electrical, Refrigeration, or related field).
• Minimum 5 years of experience in technical service, with at least 2 years in a supervisory or team leader role.
• Strong hands-on experience in Air Conditioning or Refrigeration systems, with solid plumbing and electrical knowledge.
• Proven experience leading field technicians and handling service KPIs.
• Strong leadership, communication, and problem-solving skills.
• Proficient in MS Office; experience with service management systems is a plus.
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