Customer Service Manager

We are seeking dedicated and experienced Customer Service Manager with a Bachelor's degree in Electrical Engineering to join our team in Rajasthan, India. The Service Manager will be responsile for overseeing all aspects or after-sale service and customer support for our transformer products, ensuring high levels of customer satisfaction and retention. This role requires a lend of technical expertise, leadership and customer-centric mindset.

Responsibilities

Lead and manage service team, responsible for providing after-sales support, maintenance and repair services for transformers installed in customer site.
Establish service level agreements with customers and ensurance compliance with contractual obligation, response times, and service performance metrics
Conduct site visit and inspections to assess the conditions of transformer, diagnose problems, and recommend approriate service solutions or corrective actions.
Manage and scheduling and allocation of service resources, including field service technicians, spare parts, tools and equipment, to optimize service efficiency and minimize downtime.
Conduct and supervise various activities like- Testing, Dispatch, Installation, Erection and Commission of IDTs at our customer site.
Maintain accurate records of service activities, including service reports, maintaince logs, spare parts inventory and customer communication
Coordination with HO team and Customers

Qualifications

Bachelor's Degree in Electrical Engineering (B.Tech Electrical)
Minimum experience of 10 years in Customer Service management, preferably in the electrical industry or power industry
Strong technical knowledge of transformers and IDTs
Customer-centric mindset with focus on building and maintaing long term relationship with customers through exceptional service and support
Proficiency in computer skills, including MS office applications and CRM or ERP systems for service management and reporting
Ability to travel customer sites within Rajasthan and to other regions as required