Job Title

Customer Support Supervisor / Facility Management Manager

About Us

Save Energy Systems (SES) is a US-based technology company delivering affordable, scalable Energy Management and HVAC control solutions. We support commercial facilities with reliable systems, proactive monitoring, and responsive customer service across multiple sites.

Job Summary

The Customer Support Supervisor is responsible for leading and overseeing day-to-day customer support and HVAC facility service operations. This role ensures service quality, SLA compliance, escalation management, and team performance while acting as the primary operational bridge between customers, technicians, vendors, and internal management.

The Supervisor plays a critical role in maintaining customer satisfaction, operational discipline, and continuous improvement of support and facility service processes.

Key Responsibilities Customer Support Leadership

• Supervise and guide customer support executives handling service requests and complaints
• Act as the escalation point for complex, recurring, or high-impact customer issues
• Ensure timely and professional communication with customers regarding service status, delays, and resolutions
• Monitor ticket queues, workload distribution, and response quality
• Ensure adherence to SLA, response time, and resolution standards

Facility & HVAC Operations Oversight

• Oversee HVAC service operations including breakdowns, preventive maintenance, and corrective actions
• Monitor system performance reports and escalate technical issues to engineering or senior support teams
• Support commissioning, inspections, and system handover processes
• Ensure service activities align with contractual obligations and operational plans

Coordination & Vendor Management

• Coordinate daily activities with field technicians, subcontractors, and service vendors
• Ensure availability of tools, spare parts, and consumables for uninterrupted service delivery
• Track vendor performance, response times, and work completion quality
• Validate work orders and service reports before closure

Health, Safety & Compliance

• Ensure all support and site activities comply with company policies, safety standards, and procedures
• Support safety audits, inspections, and compliance documentation
• Reinforce safe working practices among technicians and vendors

Reporting & Administration

• Review and approve service reports, work orders, and escalation summaries
• Prepare daily, weekly, and monthly performance reports on tickets, SLAs, and service trends
• Maintain accurate records in internal systems and support audit requirements
• Identify recurring issues and recommend process or system improvements

Qualifications & Experience

• Diploma or Degree in Mechanical, Electrical, Facility Management, Engineering, or related field
• 3–5 years of experience in customer support, facility management, or HVAC operations
• Prior experience in a supervisory or team-lead role is strongly preferred
• Working knowledge of HVAC systems, maintenance workflows, and service coordination
• Experience with ticketing systems, CMMS, or service management tools

Required Skills & Competencies

• Strong leadership, supervision, and decision-making skills
• Excellent verbal and written communication skills
• Ability to manage escalations and customer expectations professionally
• Strong organizational and multitasking ability
• SLA tracking, reporting, and performance monitoring
• Problem-solving mindset with attention to detail

Personal Attributes

• Customer-focused and solution-oriented
• Calm and decisive under pressure
• Proactive, accountable, and results-driven
• Strong sense of ownership and teamwork

Work Details

Work Type: Onsite

Working Hours: U.S. time zone (EST) (Night shift in Sri Lanka – IST)