Team Lead, Technical Customer Support – Solenis – Full Job Description
Company: Solenis
Location: Bengaluru, Karnataka
Job Type: Full-time
Salary: Full-time
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Job Title: Service Management Professional
Objective: Ensure optimal customer satisfaction and service performance
Responsibilities:
- Customer Support: Ensure fastest response to customer complaints through the whole team, including engineers, service franchisees/distributors.
- Team Management: Ensure the team is motivated and help them meet their targets.
- Franchisee Support: Ensure proper support to service franchisees/distributors through technical and commercial aspects.
- ROI Management: Ensuring proper ROI for service franchisees.
- Training & Development: Conduct technical trainings for service providers as well as customers.
- Service Review: Conduct service reviews with service providers as well as customers.
- Revenue Generation: Achieve service revenue targets, including annual maintenance contract (AMC), consumables, equipments, etc.
- Cost Control: Ensure repairs cost during warranty and AMC is within budget.
- Quality Assurance: Regular feedback on machine/spares performance and quality.
- Reporting: Submission of service MIS in terms of response time, warranty cost, and AMC business.
- Compliance: Ensure strict adherence of all service systems and safety protocols.
Skills: Technical Support, Commercial Acumen, Training, ROI Analysis, MIS Reporting, Customer Service, Team Leadership, Warranty Management, Service Delivery, Complaint Resolution, Budgeting.
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