Key Responsibilities:

Lead the overall CRM-Service operations and ensure high levels of customer satisfaction across all assigned regions.
Ensure timely resolution of customer complaints, breakdowns, and service requests within defined SLA timelines.
Review customer feedback and implement continuous improvement initiatives to enhance service quality.
Ensure scheduled AMC visits are completed as planned with proper documentation.
Review service reports, RCA documents, and customer feedback for quality and accuracy.
Ensure proper documentation of installations, commissioning, AMC, breakdown services, and remote support activities.
Develop and implement strategies to expand the Annual Maintenance Contract (AMC) customer base, ensuring sustainable business growth and long-term customer retention & Addition of new customers to AMC.
Ensure standardization of troubleshooting methodologies and service documentation.
Review recurring customer issues and initiate permanent corrective actions.
Provide technical guidance for PLC, HMI, SCADA, Drives, and Industrial Communication-related issues.
Coordinate with Project Execution teams for smooth project handover to CRM.
Support project commissioning during peak workload or critical customer requirements.
Coordinate with Purchase and Stores for replacement parts and service inventory planning.
Work closely with Sales teams regarding AMC renewals, service contracts, and customer retention.

Qualification and Experience:

BE/B.Tech in Electrical & Electronics, Electronics & Communication, Instrumentation, Electrical Engineering, or related discipline.
11+ years of experience in Industrial Automation, Minimum 5+ years of experience in leading Customer Support / CRM / Service Engineering teams.
Experience in managing AMC, breakdown support, commissioning, and customer relationship management.

Skills:

Manager - Customer Relationship & Automation Services

Quick Overview