Department: Customer Service
Experience Required : 710 years in customer support, preferably in GPS, Telematics, or IoT hardware domains
Industry Preference: GPS Devices, Telematics, IoT Devices, Automotive Electronics, Wireless Communication Solutions
Role Summary: Weare looking for an experienced and customer-centric Manager Customer Support to lead our support function for GPS tracking devices and telematics solutions. The ideal candidate will have strong domain knowledge of hardware-software integrated products and a proven track record of managing technical customer service teams in a manufacturing or device-oriented setup.
Key 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 (RD, production, software development) to resolve product issues and suggest enhancements.
- Oversee the on boarding 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.
Key Skills Competencies
- Strong understanding of GPS/GPRS-based hardware, SIM configurations, IoT devices, and data transmission protocols
- Excellent verbal and written communication skills in English and regional languages
- Ability to interpret technical documentation and translate it for non-technical customers
- Proficiency in CRM tools and remote troubleshooting tools
- Strong analytical skills with a focus on root cause analysis and continuous improvement
- Team leadership, coaching, and performance management experience
Educational Qualification
- Bachelor's Degree in Electronics, Telecommunication, or related field (mandatory)
This job is provided by Shine.com
