Job Title: Service Manager – IoT Solutions
Location: Rabale, Navi Mumbai
Experience: 3–8 years
Industry: IoT / Industrial Automation / Manufacturing
Department: Customer Service
Job Description:
We are seeking a Service Manager to provide online technical support, troubleshooting, and remote commissioning for our IoT-enabled manufacturing equipment. This role ensures seamless system performance for customers while reducing downtime and providing proactive support.
Key Responsibilities:
- Provide remote technical support for IoT devices, sensors, gateways, E-surveillance systems, and associated software platforms.
- Assist customers with installation, configuration, and setup through calls, video sessions, remote desktop tools, or field visits.
- Troubleshoot and resolve hardware, firmware, sensor-related, and network issues within defined SLAs.
- Carry out diagnostics and coordinate with the repair team to complete repair activities and replacement processes for faulty devices, ensuring timely restoration of services
- Address and resolve client queries promptly, ensuring complete customer satisfaction.
- Collaborate with Product, QA, and R&D teams to escalate and resolve complex technical issues.
- Maintain detailed support ticket logs, service logs, issue reports, and repair documentation for internal tracking and compliance.
- Conduct training sessions for customers and internal teams on system operation, preventive maintenance, and troubleshooting best practices.
- Proactively monitor system health and E-surveillance performance, recommending preventive and corrective actions to minimize downtime.
- Support continuous improvement initiatives by providing feedback on recurring issues and customer pain points.
Requirements:
- B.E./B.Tech in Electronics, Electrical.
- 3–8 years of experience in remote support, service, or commissioning for IoT / automation systems.
- Understanding of sensors, controllers and communication protocols (MQTT, Modbus, TCP/IP).
- Good knowledge of networking basics (Wi-Fi, Ethernet, VPN, SIM-based connectivity).
- Excellent communication and problem-solving skills.
- Ability to work independently and manage multiple remote support cases.
Key Skills:
Remote Troubleshooting | IoT Systems Support | Network Diagnostics | PLC & Sensor Knowledge | Customer Support | Online Training | Documentation
Job Types: Full-time, Permanent
Pay: ₹600,000.00 - ₹900,000.00 per year
Benefits:
Work Location: In person
