Manager - Customer Service (Refrigeration)

1 week ago

Navi Mumbai, India Tessol (Sustainable Cold Chain) Full time

Location: Navi Mumbai

Joining: Immediate

Experience: 5 years

As the Manager - Customer Service, you will be expected to manage and ensure high levels of customer satisfaction by providing proactive resolution of issues to ensure customer expectations and loyalty are met.


Key Responsibilities:

1.      Identify, organize and coordinate all service-related work, including scheduling and prioritizing of manpower and materials, as required to resolve customer complaints and meet committed complaint resolution schedules.

2.      Field and plan for timely dispatch of Service calls. Plan Service calls based on the capabilities of available technicians, the known or expected complexity of the perceived work, and the planned and/or promised completion time/date.

3.      Ensure customer satisfaction and loyalty and have clear concise communications directly with customers, vendors, and suppliers to provide accurate information on job or project status and needs.

4.      Create Service and Maintenance schedules

5.      Coordinate with Operations team to order and track materials required for quoted jobs and scheduled Maintenance

6.      Review, edit and price service reports 

7.      Prepare and assist with estimates for equipment, materials, projects, and services and develop proposals for presentation to customers, based on preliminary site review and analysis of project with customer

8.      Prepare new or renewal Maintenance Agreements

9.      Review technicians’ work to ensure quality meets established standards

10.  Recruit and hire capable field technicians.

11.   Organize training and ongoing support for install teams

12.   Provide technical support for HVAC technicians

13.   Ensure technician licenses and certificates are renewed and kept up to date

14.  Ensure compliance with Occupational Health and Safety Act 

15.  Comply with service standards, work instructions, and customers’ requirements


Key skills and qualifications needed for the role:

·        B.Tech in Mechanical Engineering/ Diploma with 5 years Field Experience/ITI with 10 years’ experience in Refrigeration & Air Conditioning with minimum 5 years’ experience in a similar role.

·        Good understanding of MS Office, and advanced Excel

·        Prior experience in Refrigeration & Cold Chain industry is preferred with a good understanding of advanced principles of air conditioning, refrigeration, and heating

·        Prior In field technician experience will be considered an asset

·       Candidates must also have strong oral and written communication skills and should be able to liaise effectively with cross functional teams and all stakeholders

·       Candidates should be results and goal-oriented and driven by a desire to satisfy customers and provide a high level of customer service.

·       Candidates must be willing to follow-up with all stakeholders in a timely manner and deliver on commitments internal and external.

·       Candidates should be willing and able to build strong customer relationships

·       Candidates should be willing to communicate value and sell service & equipment.

·        Candidates should be willing to travel extensively nationally and internationally and field after hour calls if required

Tessol Factsheet

·        Founded: 2013

·        Team size: 40

·        Customers: 200+

·        Key customers: Amazon, Zomato, Swiggy, Licious, Zepto, Reliance, Mondelez, PharmEasy, Vadilal

·        Target Markets: Food Supply Chain, Pharma, OEM, Supply chain and Logistics

·        Offerings: End-to-end cold chain mobility and monitoring solutions including Cold storage, Cold chain transportation, cold chain packaging and IoT cold chain monitoring

Value Delivered

·        3M tons of food wastage prevented

·        1M GHG emissions reduced

·        45% operating costs reduced

·        1B Units of fresh food delivered across 4 countries

·        100% Sustainable with PCM-based tech

The TESSOL Advantage: The last mile logistics is the most challenging and underpenetrated segment of the cold supply chain in India primarily due to high cost and operational complexity of the conventional solutions. TESSOL effectively addresses this pain point through our solutions that provide higher temperature integrity for the product across multiple deliveries to ensure high product quality. TESSOL’s disruptive solutions can reduce distribution costs by as much as 60%. Our proprietary IoT asset tracking system – TAMsys - ensures that all customer assets are tracked for performance and maintenance needs thereby ensuring cold chain integrity across the supply chain. Our technology also guarantees a pollution free environment by displacing 1000 liters of diesel per annum for a standard 1 ton vehicle.

Our teams engage daily with customers across the food processing, agriculture and retail sectors on how to safely and cost effectively expand their reach to new geographies and channels. Our products can be used across segments ranging from ice cream and frozen foods to dairy and confectionary and across different tiers of the supply chain.

Our Team& Culture: We are a 40 people strong team spread across all major functions. Our team has been very carefully handpicked at all levels and comprises people who have strong core fundamentals in conjunction with practical Industry experience. We are backed by a strong team of advisors and mentors who have varied experiences and come from highly diverse backgrounds that complement our in-house skills and expertise.

Our culture is one of openness and collaboration with a strong focus on innovation and growth. Humility, mutual respect, trust and commitment are some of the values you will see running across the organization and its people. Our teams are given full freedom to explore and run with ideas and hence we believe in hiring those who are self driven and have a strong urge to execute and deliver results. 


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