Customer Support Manager

4 days ago

mumbai, India Arya Omnitalk Full time

Position Title: Manager Customer SupportLocation: MumbaiDepartment: Customer ServiceExperience Required: 7-10 years in customer support, preferably in GPS, Telematics, or IoT hardware domainsIndustry Preference: GPS Devices, Telematics, IoT Devices, Automotive Electronics, Wireless Communication SolutionsRole Summary:We are looking for an experienced and customer-centric Manager Customer Support to lead our support function for GPS tracking devices and telematics solutions. The ideal candidate will have strong domain knowledge of hardware-software integrated products and a proven track record of managing technical customer service teams in a manufacturing or device-oriented setup.Key Responsibilities:Lead the customer support operations for GPS and telematics hardware, including ticket resolution, installation support, device troubleshooting, and firmware updates.Manage a team of support executives and field engineers to ensure SLA-bound resolution of customer 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, software development) to resolve product issues and suggest enhancements.Oversee the onboarding and training of customers, channel partners, and dealers on device functionality, mobile/web platforms, and reporting dashboards.Maintain a comprehensive knowledge base, FAQs, and self-help guides to minimize support tickets.Supervise CRM usage and ensure accurate documentation and ticket lifecycle tracking.Work closely service teams for warranty management, device replacements, and field service escalations.Stay updated with emerging technologies and GPS trends to improve support capabilities and customer communication.Generate regular MIS reports and present insights to management for process improvement and product feedback.Key Skills & Competencies:Strong understanding of GPS/GPRS-based hardware, SIM configurations, IoT devices, and data transmission protocolsExcellent verbal and written communication skills in English and regional languagesAbility to interpret technical documentation and translate it for non-technical customersProficiency in CRM tools and remote troubleshooting toolsStrong analytical skills with a focus on root cause analysis and continuous improvementTeam leadership, coaching, and performance management experienceEducational Qualification:Bachelor's Degree in Electronics, Telecommunication, or related field (mandatory)

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