Customer Support Manager

Position title: Head - Customer Support - Healthcare

Department: Customer Support Division (CSD) Healthcare Business Area

Location - Navi Mumbai

Organizational relationships

• Reports to: GM HC
• Supervisor: FSE and Service Admin / Support staff
• Coordinates with: Sales & Marketing, Production, Design, Instrumentation, Purchase, Finance, Logistics, HR, Customers and Dealers across the country.

Academic qualification

• Essential: B.E. Elect/Instru/Mech
• Desired: B.E. Electrical

Experience

• Candidates should have total experience of 10-12 years in service division including min 2-3 years worked as HOD of service function.

Technical skills

• Sound knowledge and understanding of process equipment including mechanical, electrical and instrumentation components. He should be able to read and understand P&I diagrams, analyzing skills of process failure, Computer literacy with fluency in excel, PPT, MS Office.

Soft skills

• Candidate should have fluency in English, Hindi and any one or two regional languages for effective communication with the team.
• Handling calls professionally during remote support with FSEs, discussions with customers for breakdown calls, site issues and payment follow-ups, service contract negotiations etc.

Manpower Requisition FormDocument No.MF/HR/FR/09Revision No.0Page No.Page 2 of 2

Primary Responsibilities

• Upon receipt of new order site verification, defining scope of utilities (MF scope/customer scope), submission of utility layout and monitoring site readiness before equipment dispatch, co-ordination of unloading, shifting, I/C activities with team, operational training to end user, updating SOPs to customer, completing handover documentation.
• Scheduling breakdown calls to respective FSE, FSE allocation for I/C, breakdown calls, AMC/CMC follow-ups on weekly basis.
• Approving travel advances, expense claims, incidental expense approvals, on-site vendor purchase approvals, approving service franchises claims as per contract.
• Negotiating service contracts for out-of-warranty equipment, approving spares prices and POs. monitoring outstanding payments with customers/service franchises/vendors for any special job work etc.
• Internal co-ordination with sales and Marketing team, logistics, purchase, QC, production and design for timely task completion and user satisfaction.
• Online technical support to customers, FSEs and dealers for any operational issues, cycle failure.
• Internal reporting to concern department for any manufacturing, design and functionality issues. Communicating and implementing the resolution at site for such cases.
• Monitoring availability and movement of spare stocks at regional level.
• Conducting periodically skill set development of team for first time fix, improving uptime of the equipments, communication skills, process improvisation as and when needed, creating new monitoring/reporting formats for improving efficiencies, monitoring and documenting performance evaluation of team members etc.
• Extending technical support to sales and marketing team during project discussions.
• Timely approving claims on TCS ERP system on day today basis for smooth functioning.
• Reporting recuring failures at component levels in existing product range to concern department to improve quality, reduce breakdowns / service cost.
• Conducting routine customer visits, meeting regional service teams to improve customer satisfaction.

Budget responsibilities

• Managing service functions as per annual budget.
• Forecasting manpower requirement based on new installations at various regions.
• Showing growth in AMC/CMC contracts and revenues on yearly basis.

Environmental Condition

• Candidate should be willing to travel extensively across the country as per the requirement.
• Candidate will have to work in existing installation sites under hot and humid conditions. Also, at construction sites for new projects.