Manager - Customer Service

Role Summary:

Manager Customer Support

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 on boarding 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)