Job Description (JD)
Manager – Customer Support
Department
Customer Support / Technical Support
Reporting To
Group Leader / Director of Customer Support
Job Summary
The Manager – Customer Support is responsible for leading the customer support team andensuring efficient technical support, installation, troubleshooting, and after-sales service for coding,marking, and industrial electronic systems. The role includes managing customer relationships,resolving technical issues, conducting industrial site visits, and coordinating with internal departmentsto ensure customer satisfaction and business growth.
Key Responsibilities
Team Leadership
- Lead, supervise, and motivate the Customer Support team.
- Assign daily tasks and monitor team performance.
- Conduct regular team meetings, reviews, and training sessions.
- Mentor team members and support their technical development.
- Ensure compliance with company policies, service standards, and SOPs.
Customer Support & Service Management
- Handle escalated customer complaints and critical service issues.
- Ensure timely resolution of customer queries through calls, emails, and service tickets.
- Monitor service requests and follow up until successful closure.
- Maintain high levels of customer satisfaction and service quality.
- Develop strategies to improve customer experience and service efficiency.
Technical Support
- Provide technical support for coding, marking, and industrial electronic systems.
- Diagnose and troubleshoot hardware, software, and operational issues.
- Coordinate with R&D, Production, Purchase, and Quality departments for issue resolution.
- Analyze recurring technical issues and implement corrective actions.
- Support installation, commissioning, testing, and maintenance activities.
Field Service & Industrial Visits
- Visit customer sites, factories, and industrial locations for service and technical support.
- Support for machine installation, commissioning, troubleshooting, and preventive maintenance.
- Support customers in machine setup, parameter configuration, and production line integration.
- Provide operator training and technical guidance on machine operation and maintenance.
- Prepare and submit service reports, installation reports, and customer visit reports.
- Ensure customer concerns are resolved effectively during site visits.
Coding & Marking System Support
- Provide on-site and remote support for coding and marking machines.
- Assist customers in machine programming, configuration, and operation.
- Troubleshoot printing, coding, marking, and communication-related issues.
- Ensure minimum machine downtime through effective technical support.
- Recommend suitable solutions based on customer applications and industrial requirements.
Process Management & Documentation
- Monitor support tickets, service records, and complaint logs.
- Prepare daily, weekly, and monthly performance reports.
- Maintain accurate documentation of customer interactions and service activities.
- Establish and implement customer support SOPs and best practices.
- Ensure proper documentation of technical resolutions and service records.
Quality & Continuous Improvement
- Monitor customer feedback and identify improvement opportunities.
- Improve service response and resolution times.
- Support continuous improvement initiatives and process optimization.
- Ensure compliance with quality standards and service commitments.
Required Qualifications
- Diploma / Bachelor's Degree in Electronics Engineering, Electronics & Telecommunication,Electrical Engineering, or a related field.
- 2–3 years of experience in Customer Support, Technical Support, Service Engineering, orElectronics Operations.
- Minimum 2 years of experience in a Team Leader or Supervisory role.
- Experience in Coding & Marking Systems, Industrial Automation, or Manufacturing Industries is preferred.
Working Conditions
- Full-time position.
- Office-based and field service role.
- Frequent travel to customer locations, factories, and industrial sites.
- Coordination with customers, vendors, and internal departments as required.
Pay: ₹11,848.11 - ₹45,459.17 per month
Benefits:
Work Location: In person
