Live opening · Posted 11 days ago
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Job description:
We are looking for a proactive Customer Support Officer to manage service operations, coordinate with field technicians, and ensure seamless customer support across pan-India locations. The role requires strong communication skills and excellent working knowledge of Excel to manage data, reporting, and service tracking efficiently.
Key Responsibilities
Develop and manage a pan-India network of service technicians for installation and servicing of GPS tracking devices
Plan and monitor daily installation and post-installation schedules across locations
Coordinate with customers and internal field teams for service scheduling and issue resolution
Handle all customer communication via Email, Phone, and WhatsApp in a timely and professional manner
Ensure follow-ups within 24 hours and maintain a TAT of 24–48 hours for service requests
Generate and manage repair invoices
Maintain inventory of spares and consumables and coordinate logistics for dispatch across India
Track and manage return of defective parts from technicians to the head office
Provide support and guidance to field technicians, including conducting training sessions
Monitor and supervise repairs and troubleshooting of GPS devices
Prepare monthly failure and performance reports (Technician/Product/Region-wise) using Excel
Manage reporting and data tracking in ERP systems
Desired Profile
Minimum 2+ years of experience in managing service technicians for automotive/electrical installations
Existing network of technicians across 100+ locations will be an advantage
Strong communication skills (written & verbal) – essential for customer handling and coordination
Advanced Excel skills for reporting, tracking, and analysis
Good understanding of service operations and logistics coordination
Ability to handle customer concerns professionally and resolve conflicts effectively
Strong analytical and problem-solving skills, including root cause analysis
Willingness to travel for technician hiring, training, and management
Work arrangement
No
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