Manager Customer Care

As a Technical Support Specialist, your role will involve providing high-level technical support to customers in Gujarat/Mumbai/Pune. Your responsibilities will include: - Attending breakdown calls of electrical and mechanical nature - Generating target revenue for services and spares - Collecting feedback from customers and sharing it with the concerned department - Preparing reports by collecting, analyzing, and summarizing information - Handling customer inquiries and complaints effectively - Driving KPI performance on items such as customer satisfaction, first-time fix ratios, responsiveness, percentage of billable hours, and revenue - Coaching and developing less experienced distributor service team - Providing technical expertise and support to team members across a wide range of equipment and technologies - Working with STM to drive understanding and awareness of Reliability Services capabilities - Identifying opportunities for technical improvements to existing equipment and systems - Measuring performance against key KPIs such as customer satisfaction, service utilization, revenue realization, and service segment income - Increasing revenue and segment income for the region through quality service calls, sale of maintenance agreements, product conversions/retrofits, and other proactive services Qualification & Certification: - Diploma or Engineering Graduate (Electrical / Mechanical) - Good academic records, 60% & above in all academics Experience: - 5 years plus of relevant experience in service Communication & Language Proficiency: - Strong written and verbal communication skills - Simple, clear, and customer-centric communication - Excellent business communication and presentation skills Core Competencies/Skills: - Practical knowledge of mechanical, pneumatic, electrical, and hydraulic systems - Some knowledge of PLC programming - Ability to interpret technical information, blueprints, CAD layouts, and business data - Domain knowledge of the segment - Passionate about service - Good problem-solving skills As a Technical Support Specialist, your role will involve providing high-level technical support to customers in Gujarat/Mumbai/Pune. Your responsibilities will include: - Attending breakdown calls of electrical and mechanical nature - Generating target revenue for services and spares - Collecting feedback from customers and sharing it with the concerned department - Preparing reports by collecting, analyzing, and summarizing information - Handling customer inquiries and complaints effectively - Driving KPI performance on items such as customer satisfaction, first-time fix ratios, responsiveness, percentage of billable hours, and revenue - Coaching and developing less experienced distributor service team - Providing technical expertise and support to team members across a wide range of equipment and technologies - Working with STM to drive understanding and awareness of Reliability Services capabilities - Identifying opportunities for technical improvements to existing equipment and systems - Measuring performance against key KPIs such as customer satisfaction, service utilization, revenue realization, and service segment income - Increasing revenue and segment income for the region through quality service calls, sale of maintenance agreements, product conversions/retrofits, and other proactive services Qualification & Certification: - Diploma or Engineering Graduate (Electrical / Mechanical) - Good academic records, 60% & above in all academics Experience: - 5 years plus of relevant experience in service Communication & Language Proficiency: - Strong written and verbal communication skills - Simple, clear, and customer-centric communication - Excellent business communication and presentation skills Core Competencies/Skills: - Practical knowledge of mechanical, pneumatic, electrical, and hydraulic systems - Some knowledge of PLC programming - Ability to interpret technical information, blueprints, CAD layouts, and business data - Domain knowledge of the segment - Passionate about service - Good problem-solving skills