Customer Support & Service Manager

Job Summary:

We are looking for an experienced Customer Support & Service Manager to handle customer complaints, service requests, and warranty support for our range of flow meters, level transmitters, pressure sensors, and temperature sensors. This role requires a technical background in both mechanical and electronics products, along with excellent problem-solving and customer-handling skills. The ideal candidate will ensure timely issue resolution, maintain high customer satisfaction, and improve service processes.

Key Responsibilities:

1. Customer Support & Complaint Handling

• Serve as the first point of contact for all customer complaints, technical queries, and service requests.
• Maintain a complaint tracking system and ensure timely resolution.
• Diagnose and troubleshoot mechanical, electronic, and software-related issues in flow meters, level transmitters, and sensors.
• Coordinate with the production, R&D, and quality assurance teams to analyze recurring issues and implement corrective actions.

2. Warranty & After-Sales Service Management

• Oversee 12-month warranty service and ensure that defective products are repaired or replaced within the committed time.
• Develop and maintain a database of serviced products, issue types, and resolutions for future reference.
• Manage field service engineers and technicians for on-site repairs, installations, and calibration.
• Handle service escalations and provide expert solutions when required.

3. On-Site Support & Troubleshooting

• Arrange and schedule on-site service visits if remote troubleshooting is not sufficient.
• Ensure that service engineers are well-equipped with the necessary tools, spares, and troubleshooting guidelines.
• Provide technical support to clients for installation, commissioning, and calibration of products.

4. Service Process Optimization & Documentation

• Develop standard operating procedures (SOPs) for customer support and service activities.
• Continuously improve service processes, response time, and resolution efficiency.
• Prepare and submit weekly/monthly service reports to management.

5. Customer Relationship & Satisfaction

• Ensure high customer satisfaction by providing quick and effective solutions.
• Conduct customer feedback surveys to assess service quality and identify areas of improvement.
• Build and maintain strong relationships with key clients and distributors.

6. Coordination with Internal Teams

• Work closely with the R&D, production, and quality assurance teams to resolve product issues and improve reliability.
• Provide feedback to the design team for potential improvements in product performance and durability.
• Collaborate with the sales and business development teams to provide technical support during pre-sales and after-sales phases.

7. Spare Parts & Inventory Management

• Maintain an inventory of critical spare parts and service kits to minimize downtime.
• Ensure that service engineers and technicians have access to required spare components for quick issue resolution.

8. Training & Knowledge Management

• Train internal teams and customers on product operation, troubleshooting, and preventive maintenance.
• Develop user manuals, FAQs, and technical support documents for easy reference.
• Conduct technical workshops and webinars for service engineers and customers.

Key Requirements:

• Education: BE/BTech in Mechanical, Electrical, Electronics, or Instrumentation Engineering.
• Experience: Minimum 5-10 years in customer support, service management, or technical support in flow meters, instrumentation, or sensor-based products.
• Strong knowledge of mechanical and electronic components, calibration, and troubleshooting techniques.
• Hands-on experience with diagnostics tools, testing equipment, and field service operations.
• Ability to handle pressure, manage multiple service requests, and ensure quick resolution.
• Strong leadership, communication, and problem-solving skills.