Customer Support Manager

Customer Support Manager is responsible for resolving customer issues/questions and provides support to customers/ Engineers. Work in a team, mentor others and be responsible for achieving defined goals. Requires the ability to communicate effectively with customers and coworkers regarding Requirements.

• Open and maintain customer accounts by recording our engineers service visit details
• Respond to customer requests via phone and email
• Resolve product or service problems by clarifying the customers complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem after discussing with project managers
• To prepare Invoices for the service/AMC visits done
• To prepare commercial quotations for Engineering Services and Site Supports
• To prepare Proforma Invoices and discuss the same with customers to get purchase order matching with the exact value of proforma invoice
• Manage large amounts of incoming calls
• Identify and assess customers needs to achieve satisfaction
• Arranging travel routes and tickets for service engineers with the help of HR
• Provide accurate, valid and complete information to the management by using the right methods/tools Following up with customers for outstanding payments of service visits
• Following up with customers for Purchase Orders of successfully completed service visits
• Go the extra mile to engage customers
• Resolve customer complaints via phone, email, mail or social media
• Maintaining PSR for faulty material repair/replacement by continuous followup with the vendor
• Maintaining ISO documents for CS Dept
• To keep a track of Travel expense statements of every site visit done by engineers whether it is chargeable/ nonchargeable
• To Maintaining DSRs, MOM & Expense bills submitted by engineers for invoicing purpose

• BE/ME - Electrical/Electronics Engineering, Electronics and Tele-Communication Engineering, Instrumentation Engineering, and MBA Preferred
• Effective communication skills and a positive attitude when dealing with customers and co-workers
• 6-10 years of experience