A leading technology company primarily focused on Managed Services, Digital Workplace Solutions, Asset Management Services and Enterprise Solutions. In the year 1988 it originally started as an extended arm of large Indian IT Conglomerate. Subsequently it transformed into an independent listed company on the Bombay stock exchange.
Customer Support Manager
Duties and Responsibilities
Purpose of Job:
To ensure effective customer support and technical service management by providing timely issue resolution, handling customer escalations, coordinating with service teams, maintaining SLA performance, Cost Management and improving customer satisfaction through quality support and communication.
Job Location Based in Mumbai and Handling to Maharashtra, Pune, Goa & Gujrat States.
Key Responsibilities:
Managing customer complaints and escalations
Providing technical support to service engineers and Region service executives
Ensuring SLA compliance and timely call closure
Coordinating with technical teams for critical issues
Monitoring service quality and customer satisfaction
Analysing repeated technical failures and finding root causes
Supporting engineers in troubleshooting complex problems
Maintaining proper communication with customers regarding issue status
Coordinating with spare parts and operations teams for faster resolution
Preparing service performance reports and escalation updates
Conducting technical reviews and team guidance sessions
Reducing repeat calls and improving first-time fix rate
Escalate case Following up on pending cases until closure
Supporting vendor onboarding and operational discussions
Maintaining proper coordination between vendors and internal teams
Client Communication: -
Handling customer escalations and service-related communication
Providing timely updates on complaint status and resolution progress
Coordinating with customers for technical troubleshooting and support
Managing customer expectations professionally
Ensuring clear communication between customers and service teams
Conducting follow-ups until issue closure
Maintaining strong customer relationships and satisfaction
Addressing critical complaints and ensuring proper resolution
Sharing reports, and action plans with customers
Supporting customers during major breakdowns or service disruptions
Ensuring SLA Compliance: -
Monitor and ensure that service requests, incidents, and maintenance are handled according to agreed Service Level Agreements (SLAs).
Tracking spare consumption and cost at the regional level
Monitoring spare usage as per company targets and budget
Controlling unnecessary spare replacement and repeat usage
Analysing high spare consumption cases and taking corrective actions
Maintaining cost efficiency in service operations
Performance Reporting: -
Generate reports on uptime, service calls, consumable usage, and SLA adherence.
Customer Meeting MOM (Minutes of Meeting): -
Discussed the current service issues and support requirements.
After completing the meeting, send the MOM to the respective customer team.
Shared the action plan and resolution timeline for pending concerns.
Agreed to follow up on the discussed points and provide regular updates.
Main Objective:
To ensure effective communication with customers and provide timely technical support for improved customer satisfaction, SLA & Spare cost tracking, Customer meeting & MOM.
Specific Skills
10 years of experience in IT services, or field service operations.
Experience in service delivery management, SLA compliance, and client interaction.
Hands-on experience with printer field, troubleshooting, and maintenance of MFP's, Printers and other Office Automation Products
Experience in team coordination, reporting, and process improvement is an added advantage.
Familiar with MS Excel, Power BI report dashboard creation, Email conversation and PPT preparation.
Cost Management, Team handling and Support to Reginal Team and customer.
Educational Requirements
Bachelor’s degree in engineering (Electronics, Mechanical, or Computer Science), Information Technology, or a related technical field.
Additional and core certifications or knowledge in Copier Machine, networking and print management are a plus
