Manager Customer Care

Job Description

Position Summary:
This incumbent shall be responsible for providing high level of technical support to customers at Gujarat/Mumbai/Pune.

Key Roles & Responsibilities:
Attend breakdown calls of electrical and mechanical nature
Generating target revenue for services and spares
Collect feedback from customer and share it with the concerned department
Prepare reports by collecting, analyzing, and summarizing information
Effectively handles customer inquiries and complaints
Responsible for driving KPI performance on items such as customer satisfaction, first time fix ratios, responsiveness, percentage of billable hours, and revenue
Coaching and developing less experienced distributor service team
Providing technical expertise and support to team members across a wide range of equipment and technologies
Working with STM for Driving, understanding and awareness of Reliability Services capabilities; ensuring extended distributor team understands the value Packaging Plus offerings provided to customers
Identifying opportunities for technical improvements to our existing equipment and systems
Measuring performance against key KPIs, such as customer satisfaction, service utilization, revenue realization, and service segment income
Increasing revenue and segment income for the region by not only ensuring quality service calls, but also through the sale of maintenance agreements, product conversions/retrofits, and other proactive services

Qualification & Certification (if applicable
Diploma or Engineering Graduate (Electrical / Mechanical)
Good academic records, 60 % & above all academics

Experience
5 years plus of relevant experience in service

Communication & Language Proficiency
Strong written and verbal communication skills
Simple, clear and customer-centric communication
Excellent business communication and presentation skills

Core Competencies/Skill/Any other attribute relevant to the role
Practical knowledge of mechanical, pneumatic, electrical, and hydraulic systems, as well as some knowledge of PLC programming
Ability to interpret technical information, such as blueprints and CAD layouts, as well as interpret business data and financial information
Domain knowledge of the segment
Passionate about service
Good problem-solving skills