Customer Support Manager - PAN India

Company Description

Responsibilities And Duties

• First contact person within the team (i.e. customer complaints and objections, customer requests, coordination of appointments, holidays, trainings, etc.).
• Manages a team of Field Service Specialists, develops them, assigns and schedules work, and appraises performance. Ensures an equally team workload and an effective resources planning
• Manages escalated customer situations, escalating to the appropriate personnel as needed.
• Ensures customer satisfaction according to the Corporate Service Standard (CSS).
• Acts as primary technical contact for direct and indirect reports. He is responsible for coaching employees technically through logical troubleshooting processes and responsible for developing their skills.
• Makes different decisions, if applicable, in regards of warranty, goodwill, discounts, loaner equipment, reconstructions, etc.
• Responsible for CRM activities within the team and the processing time and data quality.
• Controls the activities according to specifications of the Service Management (i.e. processing time, orders, and data quality, etc.
• Organizes and leads team meeting and with the Service Management on a regular basis.
• Carries out a yearly Audit / Customer visit together with each service technician of the team.
• Contributes to the personal development by participating in job interviews and hiring processes.
• Contributes to the yearly Contract revenue as per Budget given.
• Ensures that the field staff is properly trained and their skills are continually being advanced through regular evaluations and survey feedback. Conducts staff training as appropriate.
• Compiles and maintains operational records, such as repair time records, repair and maintenance statistics, and test results.
• Reports product failure trends and/or product weaknesses to the appropriate product groups.
• Coordinates all necessary express operations.
  

Qualifications

• Master’s/ Bachelor’s degree
  

Additional Information

• Excellent written and verbal communication
• Must have - interpersonal, problem-solving, presentation and organizational skills
• Team handling experience and ability to take responsibility
• High commitment to customer satisfaction
• Willingness for extensive travel as per the work requirement throughout India
• A proven track record in instrument service for at least 12 - 15 years