Manager Customer Support

15 M171 Manager Customer Support 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.

Skills Required

Education : B.E. / B.Tech (E & TC)

Location : Delhi

Experience : 8 years

Positions Available : 1

Skills Required

CRM Tools, Gps