Customer Support Manager

Qualification: B.E. in Electronics / Communication Engineering or a related discipline

Role Overview:

The Key Account Manager (Navcom) will be responsible for leading the Navcom sales & service team, managing key customer accounts, and driving business growth through strong technical expertise, customer engagement, and effective team management. This role is pivotal in strengthening customer relationships, improving service quality, and expanding the companys footprint in drydock and retrofit projects.

Key Responsibilities:

Customer & Business Management:

• Engage proactively with customers to generate sales and service enquiries across Navcom solutions.
• Build and maintain strong, long-term customer relationships through regular interaction and support.
• Communicate regulatory requirements, industry updates, and business developments to customers.
• Prepare and present sales and service proposals for drydock, retrofit, and upgrade projects.
• Achieve assigned sales targets and enhance market penetration in the region.

Technical Expertise:

• Provide in-depth technical consultation to customers for Navcom systems, ensuring clarity and confidence in proposed solutions.
• Review customer feedback, address escalations, and ensure the highest level of customer satisfaction.
• Guide the team on technical matters and ensure continuous skill development through regular training.

Team Leadership:

• Lead, mentor, and support the Navcom sales & service team to achieve collective goals.
• Monitor team performance, ensure adherence to processes, and drive efficiency in operations.
• Support team members during critical project stages, technical challenges, and customer escalations.

Required Qualifications & Experience:

• Bachelors Degree in Electronics, Communication Engineering, or a similar technical domain.
• 5-10 years of hands-on field service experience in marine Navigation & Communication systems.
• Proven experience in customer management, account handling, and team leadership.
• Strong technical understanding of Navcom products, service processes, and industry standards.
• Excellent communication, negotiation, and problem-solving skills.

Key Competencies:

• Customer-centric mindset
• Strong technical aptitude
• Leadership & team development
• Proposal preparation & presentation
• Relationship building
• Target-oriented approach