Manager Customer Support

As a Manager Customer Support, you will be responsible for leading the customer support operations for GPS and telematics hardware. Your key responsibilities will include: - Managing a team of support executives and field engineers to ensure SLA-bound resolution of customer complaints. - Monitoring and analyzing support KPIs like device uptime, response time, first-time resolution, and customer satisfaction (CSAT). - Acting as a liaison between customers and internal teams (R&D, production, software development) to resolve product issues and suggest enhancements. - Overseeing the onboarding and training of customers, channel partners, and dealers on device functionality, mobile/web platforms, and reporting dashboards. - Maintaining a comprehensive knowledge base, FAQs, and self-help guides to minimize support tickets. - Supervising CRM usage and ensuring accurate documentation and ticket lifecycle tracking. - Working closely with service teams for warranty management, device replacements, and field service escalations. - Staying updated with emerging technologies and GPS trends to improve support capabilities and customer communication. - Generating regular MIS reports and presenting insights to management for process improvement and product feedback. To excel in this role, you should have the following skills: - 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. Qualification Required: - B.E./B.Tech (E & TC) Location: Delhi Experience: 8 years Please note that there is no additional information about the company provided in the job description.,