Customer Service Support

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Job Description –Manager (Customer Service Support)

Position Title

Manager – Customer Service Support

Job Summary

We are looking for an experienced and technically strong Technical Manager – Customer Service Support to lead and manage customer support operations, technical troubleshooting, service coordination, and client relationship management. The candidate will be responsible for ensuring timely customer support, resolving technical issues, managing service engineers, and maintaining high customer satisfaction levels.

The role requires strong technical knowledge, leadership capability, problem-solving skills, and coordination with internal teams and customers.

Key Responsibilities

Customer Service & Technical Support

Team Management

• Lead and supervise customer support and service engineering teams.
• Ensure quick response and closure of customer issues within the committed timeline.
• Monitor customer service activities and maintain service quality standards.
• Allocate service calls and monitor engineer performance.
• Conduct technical training programs for service staff.
• Maintain discipline, productivity, and performance within the service team.

Client Coordination

• Maintain strong relationships with customers and key accounts.
• Attend customer meetings for technical discussions and issue resolution.
• Ensure customer satisfaction through effective communication and service support.
• Coordinate with AMC customers and ensure timely preventive maintenance support.

Technical & Operational Support

• Provide technical guidance and troubleshooting support to service engineers and customers.
• Analyze recurring technical issues and implement corrective actions.
• Coordinate with internal departments such as Sales, Stores, Projects, and Procurement.
• Maintain service reports, call logs, breakdown records, and customer documentation.
• Monitor spare parts availability and coordinate for urgent requirements.
• Support warranty claims and technical documentation activities.

Process Improvement

• Improve service response time and customer satisfaction.
• Develop SOPs and service support procedures.
• Monitor KPIs such as service closure time, customer complaints, and engineer productivity.
• Suggest improvements for service operations and technical processes.

Required Skills

• Strong technical troubleshooting and problem-solving skills.
• Excellent customer handling and communication skills.
• Team leadership and service coordination ability.
• Good documentation and reporting skills.
• Ability to handle pressure and customer escalation cases.
• Strong coordination and planning skills.

Educational Qualification

• Diploma in Electrical / Electronics / Mechanical / Instrumentation

Experience Required

• 8 to 15+ years of experience in technical service support or customer service operations.
• Minimum 3 to 5 years of experience in team handling or managerial role preferred.
• Experience in handling industrial customers, service operations, or technical support projects will be an added advantage.

Additional Requirements

• Willingness to travel for customer visits and service support for key account customers
• Good knowledge of MS Office, ERP, and service management systems.

Salary

As per industry standards and candidate experience.

Employment Type

Full-Time

Pay: ₹35,000.00 - ₹40,000.00 per month

Work Location: In person