Training Manager

Job Description – Customer Support & Technical Resolution Specialist Position Overview: We are seeking a proactive and customer-focused professional to manage escalated customer concerns and ensure timely resolution. The role requires strong problem-solving, technical understanding, and collaboration with cross-functional teams to drive service excellence and customer satisfaction. Key Responsibilities: Proactively identify and resolve customer needs and complaints before escalation. Provide immediate solutions over phone and email for escalated field concerns received via TAR/SCR. Analyze issues through online portals/webpages and implement corrective actions promptly. Review technical alerts, ensure timely closure, and update records in telematics systems. Collaborate with the Product Validation Team (PVT) as part of the Cross-Functional Team (CFT) for on-site analysis and problem resolution. Act as the Single Point of Contact (SPOC) for service actions initiated in the field, ensuring timely execution and closure. Maintain trackers for all escalations and prepare insights for management review and continuous improvement. Monitor open complaints, follow up with stakeholders, and ensure complete resolution with proper documentation. Review customer emails daily and provide immediate responses or corrective measures. Collect customer feedback and maintain excellent CAPS Score. Track and report daily resolutions and prepare monthly analysis for improvement initiatives. Conduct field visits when required for detailed issue analysis. Work closely with CoTEK, TeKliner, and EV Tech Teams to drive product improvements. Initiate service actions and track their progress to timely closure. Qualifications & Skills: Bachelor’s degree in Engineering / Technical field preferred. 3–6 years of experience in customer service, technical support, or field service operations. Strong analytical and problem-solving skills with attention to detail. Excellent verbal and written communication skills. Ability to handle escalations and resolve conflicts effectively. Knowledge of telematics systems, technical alert management, and service operations will be an advantage. Proficiency in MS Office tools for data tracking and reporting. Customer-oriented mindset with the ability to build strong relationships and ensure satisfaction. Key Competencies: Proactive and customer-first approach Strong cross-functional collaboration Technical aptitude and quick learning ability Data-driven decision-making Accountability and ownership for resolution