Customer Service Manager

Job Description

Role & responsibilities: Person will be responsible for Overall Service Operations . Coordinate, monitor & manage the Customer Service Team to provide an effective & efficient service to the customers. Monitor, analyze & manage customer complaints , provide corrective actions as needed. Assist the Customer Service Representatives in maintaining favorable relations with customers. Carry out Performance Reviews & Monthly Scorecard Reviews with Customer Service Team. Execute overhaul, erection and commissioning & troubleshooting of Reciprocating Compressor systems. Handling Overhauling/Annual Maintenance Contract/Operation & Maintenance of package. Generation of Rate Contract/Annual Maintenance contract for reciprocating type Air/Gas compressors to promote spare parts business & service earning. Warranty material handling & maintaining emergency spare part stock. Monitor service engineer performance w.r.t After Sales activities viz attending erection & commissioning, breakdown, overhauling, AMC tools & generation of spare parts business through these tools. Instruction & training to customer personnel on maintenance & operation procedures. Travel to field as and when needed. Build competence of team members for superior performance. Maintaining Consolidated reports and records. Preferred candidate profile : Degree/Diploma in Mechanical Engineering with 8 -10 years of relevant experience. Candidates with MBA or a Post-Graduate (PG) degree will be preferred. Previous Customer Service experience in field support in FMCG, Refineries, Petrochemicals, Fertilizers, Industrial Gas segment with Reciprocating Compressors/Engines company will be preferred. Service mentality with a commercial mindset & team management. Relevant experience of sales of spare parts of Heavy Duty - Compressors/Indutrial machines/Engines/DG Sets/Pumps/Valves etc. Good Communication skill. (written & verbal communication with customer) Presentation & Training experience. Analytical skill, technical decision making & proven teamwork. Needs to travel India & abroad, valid passport is necessary. Well versed with MS office (Excel/MS word/Outlook) suit. Local candidates from Pune will be preferred. Job: Full time, on role of company. Necessary training will be provided.