Job Description
We are seeking a dynamic and customer-oriented Techno Commercial Manager to
lead our Customer Service Team. The ideal candidate will have a blend of technical
knowledge and commercial acumen, with a strong focus on customer interactions,
AMC (Annual Maintenance Contract) renewals, and efficient team handling. This
role requires excellent communication skills and a strong command over the local
language to connect effectively with a diverse customer base.
Key Responsibilities
Customer Relationships Management:
Act as the primary point of contact for key clients, ensuring high levels of
satisfaction.
Understand customer needs and provide suitable technical and commercial
solutions.
Manage escalations and resolve customer complaints in a timely and
professional manner.
Conduct regular customer visits to maintain strong client relationships.
Build rapport with decision-makers to support long-term business
development.
Gather feedback on products/services and share insights with relevant
teams.
AMC Renewals & Service Contracts
Drive and manage the AMC renewal process across existing clients.
Prepare and present proposals, negotiate terms and close contracts.
Track contract expiries and proactively engage clients for renewals.
Spare Part Sale
Regularly follow up with customers to identify and fulfil spare part
requirements.
Ensure timely quotation and conversion of opportunities into sales.
Coordinate with the service and logistics teams to ensure prompt delivery.
Maintain a spare parts sales pipeline and track conversions against targets.
Service Team Leadership
Supervise and coordinate the activities of the customer service and field
service teams.
Ensure timely completion of service calls, installations and preventive
maintenance.
Monitor service KPIs and implement process improvements for better
efficiency.
Technical & Commercial Coordination
Work closely with the sales and technical teams to align service offerings
with business goals.
Provide inputs on pricing strategies, customer feedback and competitor
service benchmarks.
Reporting & Documentation
Maintain accurate records of service calls, AMCs and customer interactions.
Prepare regular reports on service team performance, customer satisfaction,
and contract status.
Overseeing CRM documentation of the Service Team and ensuring accurate
and organized record maintenance within the CRM system.
Candidate Requirements
Bachelor's degree in engineering, Business Administration, or related field.
5+ years of experience in a customer service/techno-commercial role,
preferably in fitness equipment, healthcare, or consumer electronics.
Strong leadership and team management skills.
Excellent communication and interpersonal skills.
Proficient in the local language (spoken and written) and English.
Good negotiation and analytical abilities.
Proficiency in MS Office and CRM tools.
Skills: amc,teams,customer handling,maintenance,custodial services,negotiation
