Technical Support Manager

Jobtailor

Mumbai

On-site

INR 1,500,000 - 2,500,000

Full time

14 days+

Get more replies from employers

Send a job-specific resume in minutes.

Job summary

Jobtailor in Mumbai is seeking a seasoned after-sales service professional to lead end-to-end customer support for ENOX hardware. You will coordinate dealers, customers, sales teams, and field technicians to resolve issues, process replacements, and maintain high satisfaction across touchpoints.

With 8–12 years in technical service, you will analyze recurring problems, document CAPAs, guide remote troubleshooting, train teams, and support inventory and field operations.

Qualifications

Bachelor's degree in Engineering – Mechanical or Electronics required.
8–12 years of experience in technical service, after-sales support, or field operations.

Responsibilities

Manage end-to-end customer support for ENOX hardware across dealers, customers, sales teams, and field technicians.
Address and resolve customer complaints in a timely and effective manner.
Validate and process product replacements for genuine cases, ensuring appropriate resolutions.
Maintain consistent communication and a high level of customer satisfaction across all touchpoints.
Allocate service tasks to field technicians based on priority and urgency.
Monitor technician site visits and ensure issues are resolved within agreed timelines.
Maintain accurate records of site visits, service actions taken, and customer feedback received.
Provide technical guidance and product support to customers and field teams.
Enable remote troubleshooting and guide technicians through on-site interventions.
Escalate critical or recurring issues to the Product Manager and SCM team with structured documentation.
Design and deliver structured product training sessions for sales teams, technicians, and dealer partners.
Support sales activities by demonstrating product features and best installation practices.
Maintain comprehensive records of service activities including technician visits, complaints, spare part usage, and product failures.
Generate actionable insights and periodic reports to support decision-making by SCM and Product teams.
Analyze recurring service issues to identify root causes, failure trends, and systemic gaps.
Recommend corrective and preventive actions (CAPA) to enhance product quality and field performance.
Ensure timely return of materials and faulty parts to the warehouse following service interventions.
Coordinate with field technicians and relevant stakeholders for material collection and dispatch.
Track issued and returned materials to maintain accurate inventory records and accountability

Skills

Customer Support Management

Technical Service Expertise

Analytical Problem-Solving

CRM Tool Proficiency

Product Training Delivery

Education

Bachelor's Degree in Engineering

Tools

CRM Tools

Service Management Tools

Job description

Manage end-to-end customer support for ENOX hardware across dealers, customers, sales teams, and field technicians
Address and resolve customer complaints in a timely and effective manner
Validate and process product replacements for genuine cases, ensuring appropriate resolutions
Maintain consistent communication and a high level of customer satisfaction across all touchpoints
Allocate service tasks to field technicians based on priority and urgency
Monitor technician site visits and ensure issues are resolved within agreed timelines
Maintain accurate records of site visits, service actions taken, and customer feedback received
Provide technical guidance and product support to customers and field teams
Enable remote troubleshooting and guide technicians through on-site interventions
Escalate critical or recurring issues to the Product Manager and SCM team with structured documentation
Design and deliver structured product training sessions for sales teams, technicians, and dealer partners
Support sales activities by demonstrating product features and best installation practices
Maintain comprehensive records of service activities including technician visits, complaints, spare part usage, and product failures
Generate actionable insights and periodic reports to support decision-making by SCM and Product teams
Analyze recurring service issues to identify root causes, failure trends, and systemic gaps
Recommend corrective and preventive actions (CAPA) to enhance product quality and field performance
Ensure timely return of materials and faulty parts to the warehouse following service interventions
Coordinate with field technicians and relevant stakeholders for material collection and dispatch
Track issued and returned materials to maintain accurate inventory records and accountability

Requirements

Bachelor's degree in Engineering – Mechanical or Electronics (required)
8 – 12 years of experience in a relevant technical service, after-sales support, or field operations role
Proficient in MS Office Suite; able to read and interpret technical drawings and product manuals
Familiar with CRM or service management tools for complaint tracking
Strong analytical, problem-solving, and attention to detail
Effective communicator across technical and non-technical audiences.
Self-motivated with ability to work independently and lead field technicians.
Customer-first mindset with composure under escalation pressure.

Core Competencies

Demonstrates expertise in managing end-to-end customer support for hardware products, ensuring high levels of customer satisfaction and effective resolution of complaints. Proficient in analyzing service issues and providing technical guidance while coordinating with field technicians and stakeholders.

Highest-signal resume keywords