Manager - Customer Support

Position : Manager - Customer Support

Reports to:: DRM

Location : New Delhi, Mumbai, Cochin

Years of Experience :8 - 12 years of Experience. Relevant Experience in the field of Analytical Service Industry

Minimum Qualification : Diploma in Electronics/ Instrumentation or MSc in Electronics

Prefered Qualification :B E holders in Electrical / Electronics / Electronics & Comm / Instrumentation Engineering

Responsibilities:

• Candidates will be responsible for field servicing of high-tech analytical instruments like GC’s, GC – MS, UV-Vis, FTIR and AAS Spectrophotometers etc.
• Responsible for Onsite Installation and commissioning of hardware/software products at customer sites
• Serves as customer contact on routine technical, application, and service-related problems. Diagnose and resolve product performance problems. Proactively responds to potential instrument issues to prevent unplanned interruption of customer services
• Effectively communicates and escalates complex & unresolved problems and issues to higher level
• Follows documented practices, policies and procedures in training customers, operating the instruments and service-related tasks
• Provides analysis, feedback and recommendations on product failure trends and serviceability issues to higher levels
• Train other field engineers and customers
• Willing to travel to other regions based on requirement
• Responsibilities include ensuring customer satisfaction and generating service and spares income

Key Success Behaviours (Key Competencies):

• Sincere and hard working
• Good in verbal and written communication (Preferred Language – English)
• Sound technical knowledge in field servicing of high-tech analytical instruments
• Having Experience of working in team or team handling will be an advantage
• Should be willing to travel extensively
• Ability to help with solving customer problems and a commitment to deliver highest levels of customer satisfaction