Customer Service Director
3 weeks ago
We are a leading innovator in the Medical Devices sector, driven by our commitment to quality and excellence. With over 9 patents, our dynamic in-house R&D team gives us a distinct competitive advantage.
Our state-of-the-art digital manufacturing facility in Pune aligns with global standards, reinforcing our commitment to quality in medical device production. We were founded by IIT Kanpur alumni and have been at the forefront of the Make in India initiative in the Medical Devices sector.
We are backed by prominent Institutional Investors like IAN Fund, SIDBI, and supported by Govt. of India and IIT Kanpur, driving innovation and excellence in the healthcare industry.
To learn more about us, visit www.noccarc.com
About the RoleThis is an exciting opportunity for a seasoned professional to join our team as a Customer Service Director. As a key member of our leadership team, you will be responsible for managing after sales pan India, focusing on revenue generation from AMC, CMC, Spares, Consumables, upgrades, etc.
Your primary objective will be to prioritize customer satisfaction, process compliance, product feedback collection, and service training. You will collaborate closely with the sales team to generate repeat business from current clients.
Key Responsibilities:- Lead the Customer Support Team: Oversee daily operations of the customer support department, ensuring high-quality service delivery and customer satisfaction and after sales revenue.
- Manage Customer Inquiries: Respond to escalated customer issues and ensure timely resolution of inquiries and complaints.
- Implement Support Processes: Develop and enhance customer support processes to improve efficiency and customer experience.
- Train and Mentor Staff: Conduct training sessions for new hires and ongoing training for existing staff and channel partner staff on products, procedures, and industry trends.
- Monitor Performance Metrics: Assess support statistics, prepare reports on team performance, and implement strategies for improvement.
- B. Tech in Mechanical / Electrical / Electronics / Biomedical engineering.
- Minimum 8 years of experience in After Sales / Service / Customer Experience / Sales.
- Team management experience of minimum 3 years.
- Trained on Microsoft tools like MS excel, MS word, PPT, etc.
- Strong verbal and written communication skills.
- Must have experience of working with high value products (Example: Automobiles, Medical Devices, Industrial Equipment's, etc.)
The estimated salary for this role is $80,000 - $100,000 per annum, depending on your qualifications and experience.
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