Manager – Customer Support

Job Description

Location: New Delhi, Mumbai

Years of Work Experience: 8 – 12 years of Experience. Relevant Experience in the field of Analytical Service Industry

Minimum Qualifications: Diploma in Electronics/ Instrumentation or MSc in Electronics

Preferred Qualifications: B E holders in Electrical / Electronics / Electronics & Comm / Instrumentation Engineering

Responsibilities:

Candidates will be responsible for field servicing of high-tech analytical instruments like GC’s, GC – MS, UV-Vis, FTIR and AAS Spectrophotometers etc.
Responsible for Onsite Installation and commissioning of hardware/software products at customer sites
Serves as customer contact on routine technical, application, and service-related problems. Diagnose and resolve product performance problems. Proactively responds to potential instrument issues to prevent unplanned interruption of customer services
Effectively communicates and escalates complex & unresolved problems and issues to higher level
Follows documented practices, policies and procedures in training customers, operating the instruments and service-related tasks
Provides analysis, feedback and recommendations on product failure trends and serviceability issues to higher levels
Train other field engineers and customers
Willing to travel to other regions based on requirement
Responsibilities include ensuring customer satisfaction and generating service and spares income

Key Success Behaviours (Key Competencies):

1. Sincere and hard working
2. Good in verbal and written communication (Preferred Language – English)
3. Sound technical knowledge in field servicing of high-tech analytical instruments
4. Having Experience of working in team or team handling will be an advantage
5. Should be willing to travel extensively
6. Ability to help with solving customer problems and a commitment to deliver highest levels of customer satisfaction