Customer Services Engineer

3 days ago

mumbai city andheri, India YTPS HR Services Full time

Department: Customer ServiceExperience Required: 7–10 years in customer support, preferably in GPS, Telematics, or IoThardware domainsIndustry Preference: GPS Devices, Telematics, IoT Devices, Automotive Electronics, WirelessCommunication SolutionsRole Summary:We are looking for an experienced and customer-centric Manager – Customer Support to lead oursupport function for GPS tracking devices and telematics solutions. The ideal candidate will havestrong domain knowledge of hardware-software integrated products and a proven track record ofmanaging technical customer service teams in a manufacturing or device-oriented setup.Key Responsibilities: Lead the customer support operations for GPS and telematics hardware, including ticketresolution, installation support, device troubleshooting, and firmware updates. Manage a team of support executives and field engineers to ensure SLA-bound resolution ofcustomer complaints. Monitor and analyse support KPIs like device uptime, response time, first-time resolution,and customer satisfaction (CSAT). Act as a liaison between customers and internal teams (R&D, production, softwaredevelopment) to resolve product issues and suggest enhancements. Oversee the onboarding and training of customers, channel partners, and dealers on devicefunctionality, mobile/web platforms, and reporting dashboards. Maintain a comprehensive knowledge base, FAQs, and self-help guides to minimize supporttickets. Supervise CRM usage and ensure accurate documentation and ticket lifecycle tracking. Work closely service teams for warranty management, device replacements, and fieldservice escalations. Stay updated with emerging technologies and GPS trends to improve support capabilitiesand customer communication. Generate regular MIS reports and present insights to management for process improvementand product feedback.Key Skills & Competencies: Strong understanding of GPS/GPRS-based hardware, SIM configurations, IoT devices, anddata transmission protocols Excellent verbal and written communication skills in English and regional languages Ability to interpret technical documentation and translate it for non-technical customers Proficiency in CRM tools and remote troubleshooting tools Strong analytical skills with a focus on root cause analysis and continuous improvement Team leadership, coaching, and performance management experienceJob Type: Full-timePay: ₹65, ₹70,000.00 per monthBenefits:Cell phone reimbursementFood providedHealth insurancePaid time offProvident FundWork Location: In person

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