Field Service Engineer

Position Title: Manager – Customer Support

Location: Delhi & Mumbai

Department: Customer Service

Experience Required: 7–10 years in customer support, preferably in GPS, Telematics, or IoT

hardware domains

Industry Preference: GPS Devices, Telematics, IoT Devices, Automotive Electronics, Wireless

Communication Solutions

Role Summary:

We are looking for an experienced and customer-centric Manager – Customer Support to lead our

support function for GPS tracking devices and telematics solutions. The ideal candidate will have

strong domain knowledge of hardware-software integrated products and a proven track record of

managing technical customer service teams in a manufacturing or device-oriented setup.

Key Responsibilities:

 Lead the customer support operations for GPS and telematics hardware, including ticket

resolution, installation support, device troubleshooting, and firmware updates.

 Manage a team of support executives and field engineers to ensure SLA-bound resolution of

customer complaints.

 Monitor and analyse support KPIs like device uptime, response time, first-time resolution,

and customer satisfaction (CSAT).

 Act as a liaison between customers and internal teams (R&D, production, software

development) to resolve product issues and suggest enhancements.

 Oversee the onboarding and training of customers, channel partners, and dealers on device

functionality, mobile/web platforms, and reporting dashboards.

 Maintain a comprehensive knowledge base, FAQs, and self-help guides to minimize support

tickets.

 Supervise CRM usage and ensure accurate documentation and ticket lifecycle tracking.

 Work closely service teams for warranty management, device replacements, and field

service escalations.

 Stay updated with emerging technologies and GPS trends to improve support capabilities

and customer communication.

 Generate regular MIS reports and present insights to management for process improvement

and product feedback.

Key Skills & Competencies:

 Strong understanding of GPS/GPRS-based hardware, SIM configurations, IoT devices, and

data transmission protocols

 Excellent verbal and written communication skills in English and regional languages

 Ability to interpret technical documentation and translate it for non-technical customers

 Proficiency in CRM tools and remote troubleshooting tools

 Strong analytical skills with a focus on root cause analysis and continuous improvement

 Team leadership, coaching, and performance management experience

Educational Qualification:

 Bachelor's Degree in Electronics, Telecommunication, or related field (mandatory)

Job Type: Full-time

Pay: ₹700,000.00 - ₹800,000.00 per year

Benefits:

• Cell phone reimbursement
• Health insurance
• Internet reimbursement
• Provident Fund