Customer Support Manager

5 days ago

Mumbai, Maharashtra, India Arya Omnitalk Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Position Title: Manager Customer Support

Location: Mumbai

Department: Customer Service

Experience Required: 7-10 years in customer support, preferably in GPS, Telematics, or IoT hardware domains

Industry Preference: GPS Devices, Telematics, IoT Devices, Automotive Electronics, Wireless Communication Solutions

Role 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 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 experience

Educational Qualification:

Bachelor's Degree in Electronics, Telecommunication, or related field (mandatory)

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