Manager - Customer Relationship & Automation Services

Key Responsibilities:

• Lead the overall CRM-Service operations and ensure high levels of customer satisfaction across all assigned regions.
• Ensure timely resolution of customer complaints, breakdowns, and service requests within defined SLA timelines.
• Review customer feedback and implement continuous improvement initiatives to enhance service quality.
• Ensure scheduled AMC visits are completed as planned with proper documentation.
• Review service reports, RCA documents, and customer feedback for quality and accuracy.
• Ensure proper documentation of installations, commissioning, AMC, breakdown services, and remote support activities.
• Develop and implement strategies to expand the Annual Maintenance Contract (AMC) customer base, ensuring sustainable business growth and long-term customer retention & Addition of new customers to AMC.
• Ensure standardization of troubleshooting methodologies and service documentation.
• Review recurring customer issues and initiate permanent corrective actions.
• Provide technical guidance for PLC, HMI, SCADA, Drives, and Industrial Communication-related issues.
• Coordinate with Project Execution teams for smooth project handover to CRM.
• Support project commissioning during peak workload or critical customer requirements.
• Coordinate with Purchase and Stores for replacement parts and service inventory planning.
• Work closely with Sales teams regarding AMC renewals, service contracts, and customer retention.

Qualification and Experience:

• BE/B.Tech in Electrical & Electronics, Electronics & Communication, Instrumentation, Electrical Engineering, or related discipline.
• 8 - 10 years of experience in Industrial Automation, Minimum 5+ years of experience in leading Customer Support / CRM / Service Engineering teams.
• Experience in managing AMC, breakdown support, commissioning, and customer relationship management.

Skills:

• PLC Troubleshooting & Automation Commissioning
• HMI/SCADA Diagnostics
• Industrial Communication Protocols (EtherNet/IP, Modbus RTU/TCP, PROFINET, OPC)
• Industrial Ethernet & Networking
• Root Cause Analysis (RCA) & Breakdown Analysis
• Preventive Maintenance & System Health Assessment
• Microsoft Office (Excel, Word, PowerPoint)
• SAP & CRM/Service Management Tools (Preferred)
• Exposure to .NET and C# (Added Advantage)