Customer Support Operations Specialist

Innomotics; Mumbai; On-site; INR 550,000 - 900,000; Full time

Job summary

Innomotics in Mumbai is seeking a Customer Support Operations Specialist to manage service requests from initiation to closure, coordinating with internal and external stakeholders.

The role emphasizes service operations, spare-parts logistics, repairs, and accurate record-keeping in service management tools to ensure timely resolution and high customer satisfaction.

Qualifications

• 2–3 years of relevant experience in manufacturing, quality, customer complaint handling or commercial finance.
• Experience in the Motor/Drive manufacturing industry is preferable.
• Strong SAP and Microsoft Excel skills.

Responsibilities

• Manage customer complaints and service requests via toll-free lines, SIRIUS, and mailboxes.
• Coordinate with customers, ARCs, regional service, technical support, commercial, manufacturing and logistics teams.
• Obtain warranty or paid-service cost approvals and assign ARC field service engineers.
• Coordinate spare-parts ordering, delivery, repair activities, and motor dispatches.
• Update engineer utilization, repair orders, outbound deliveries, and service closures in SAP and SIRIUS.

Skills

Customer service

Stakeholder management

SAP knowledge

Data analysis

Education

Diploma / BE - Electrical / Electronics / Mechanical / Industrial Electronics / Electronics & Communications

B.Com / M.Com / BBA / BSc / MSc / BCA / MCA

Tools

SAP FI/CO

SAP MM

SIRIUS

MS Excel

Job description

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Title: Customer Support Operations Specialist

Job ID: 7163

Location: Mumbai, IN

We are looking for a Customer Support Operations Specialist to join our team at Innomotics

The industry-Leader of Motors and Drives

Innomostics is an industry-leading supplier of motors and large drive systems. With a trusted legacy of more than 150 years of engineering expertise, our products power all of the world’s most essential industries. Today, we are bringing the #EnergyTransition to life with a portfolio that enables our customers to boost energy efficiency, reduce greenhouse gases, and minimize the carbon footprints of plants.

Our Most Powerful Engine: Our People

We are a team of more than 15,000 dedicated experts, doers, and innovators. For us, engineering the future means keeping businesses in motion. As a global player operating with the spirit and speed of a mid-sized champion, the future holds unlimited opportunities for us. If you share our bold mindset to be best-in-class, we want you IN.

Location- All India

Job Summary

Customer Support Operations Specialist will act as an entrepreneur and proactive approach while managing customer service requests from initiation to closure. The role involves coordinating with internal and external stakeholders, handling service operations, managing spare parts logistics, repair activities, and maintaining accurate records in service management tools, and to ensure timely resolution of customer complaints and efficient service delivery ensuring high levels of customer satisfaction.

Key Responsibilities

• Service Coordination with internal and external stakeholders / customers.
• Spare Parts Logistics Management
• SAP & SIRIUS tool Operations
• Documentation & Reporting
• Communication with Key Stakeholders
• Monitoring and Preparing Performance Indicators (KPIs)

Qualifications & Experience

Education

• Diploma / BE -Electrical / Electronics/ Mechanical / Industrial Electronics/ Electronics & Communications.
• B.com / M.com. / B B A /B.Sc./ M.Sc./B. Cs / M.Cs.

Experience

• Other Qualifications: 2–3 years of relevant experience in manufacturing, Quality, customer complaint handling or commercial finance.

Experience in the Motor / Drive manufacturing industry is preferrable.

Technical Skills

• Strong customer service co-ordination and communication skills.
• Excellent coordination and stakeholder management abilities.
• Ability to manage multiple service requests and prioritize tasks effectively.
• Strong problem-solving, follow-up, and documentation skills.
• Strong hands-on experience in SAP (preferably FI/CO, MM, PP and SD integration).
• Technical competency of motors and drives.
• Excellent presentation and management reporting skills.
• SAP & Digital Systems.
• Problem Solving & Analytical Thinking
• Process Improvement & Automation
• Strong customer service and communication skills.
• Excellent coordination and stakeholder management abilities.
• Understanding of repair processes, warranty management, and field service operations.
• Knowledge of spare parts management and logistics coordination.
• Ability to manage multiple service requests and prioritize tasks effectively.
• Proficiency in Microsoft Office applications (Excel, Outlook, Word, PowerPoint).
• Stakeholder Management
• Communication & Presentation Skills.

Nature of Role

• Manage customer complaints and service requests through toll-free calls, SIRIUS, and functional mailboxes.
• Coordinate with customers, ARCs, sales, regional service, technical support, commercial, manufacturing, and logistics teams.
• Obtain warranty or paid-service cost approvals and assign ARC field service engineers.
• Coordinate spare-parts ordering, delivery, repair activities, and motor dispatches.
• Update engineer utilization, repair orders, outbound deliveries, and service closures in SAP and SIRIUS.
• Manage ARC payment cost sheets and purchase order generation.
• Conduct daily open-complaint reviews and collect customer feedback.

Preferred Candidate Profile

The ideal candidate will possess a strong combination of customer service expertise, commercial acumen, and technical understanding, with the ability to analyse customer complaints, develop effective solutions, and ensure a positive customer experience.

The candidate should demonstrate:

• Strong analytical, troubleshooting, and problem-solving abilities.
• A growth-oriented mindset focused on resolving customer complaints effectively.
• Practical knowledge and hands-on experience with SAP.
• Advanced proficiency in Microsoft Excel and business analytics tools.
• A strong interest in automation, artificial intelligence, and digital transformation.
• Excellent communication skills with the ability to engage effectively with technical and business stakeholders.
• A proactive approach to continuous improvement, process optimization, and operational excellence.

Ready to power the future with us? Join Innomotics and start making a difference now. #TeamInnomotics #JoinReliableMotion

Innomotics is an equal opportunity employer and values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status or disability status.