Assistant Manager – Customer Care

Corporate Office, Hyderabad

B.Tech (ECE or CSE),B.Sc(Electronics), B.com, MBA (Marketing)

6-8 Years

Overall in-charge for all activities of the department of the specific region assigned
Monitor the key performance indicators and objectives related to the department.
Monitoring key performance indicators.
Identification of training needs of service engineers.
Formation of validation team.
In-house and field validation of new software’s and products, submission of validation report to Director-Sales, R&D and production departments.
Handles day to day correspondence with dealers and branches.
Field feed-back to Director-Sales, R&D and Q.A. departments.
Deputes service engineers to field.
Evaluates the performance of employees and maintains records.
Responsible and acts as SPOC for overall support for the region and its customers
Contributes to revenue generation for the region through sale of spares/AMC and non-warranty service revenue
Ensures that Service Application is used by all the CCD engineers of the region
Ensures to be responsible in OS collections for the said region and customers
Ensuring proper and timely communication to the clients on service support.

Experience in working with embedded systems, micro controllers and micro based systems, printers, regular power, SMPS power supplies.
Good Communication, Interpersonal, Negotiation, Leadership & Team Management Skills
Good administrative skills
Shall be capable of handling service administration, designing SLAs, preparation and analysis of MIS reports.
Experience in validating the new software and hardware.
Evolves the feed-back collection & analysis mechanism.