Manager - Product Support
Ecozen
Product, Customer Service
Pune, Maharashtra, India
Posted on Jul 20, 2024
Job Summary:
The Manager - Product Support is responsible for overseeing the product support operations for our solar pumping solutions. This role ensures that technical issues are resolved efficiently, customer satisfaction is maintained, and the support team is well-coordinated and effective in their duties.
Key Responsibilities:
Technical Support Management:
- Provide technical support for products to customers and service engineers.
- Ensure timely and effective resolution of technical issues reported by clients.
- Maintain accurate records of support cases and track their resolution.
- Develop and maintain a comprehensive understanding of the products.
Customer Relations:
- Ensure prompt and effective communication with customers regarding technical support inquiries.
- Work closely with the sales and service teams to address customer concerns and enhance service delivery.
- Develop and implement customer satisfaction initiatives to improve overall experience.
Team Leadership:
- Lead and mentor a team of technical support engineers and officers.
- Set performance goals, conduct regular reviews, and provide guidance and support to team members.
- Foster a culture of continuous improvement and customer-centric service.
Training and Development:
- Conduct training sessions for service engineers and customers.
- Develop and deliver training programs for the technical support team to enhance their skills and knowledge.
- Keep the team updated on new product developments, technical advancements, and industry trends.
Product Documentation:
- Create and update product documentation and manuals.
- Create SOPs and flow charts for product troubleshooting.
- Analyze RCA (Root Cause Analysis) and CAPA (Corrective and Preventive Action) reports, and ensure service readiness for new products (DFS).
Collaboration and Meetings:
- Regular meetings with CFT (Cross-Functional Team) members and suppliers.
- Collaborate with the R&D, Quality, and manufacturing teams for product improvements.
- Monitor and analyze field failure trends and escalate to the concerned department/supplier for continuous improvement in the product.
Reporting and Analysis:
- Prepare and present regular reports on technical support operations, customer feedback, and performance metrics.
- Utilize data analytics to drive decision-making and improve operational efficiency.
- Provide insights and recommendations to senior management on areas for improvement.
Product Performance:
- Analyze product performance data and recommend enhancements.
- Monitor and analyze field failures trends and escalate to the concerned department/supplier for continuous improvement in the product.
Qualifications:
- Bachelor's degree in Engineering, Technology, or a related field.
- Minimum of 5 years of experience in product support or a similar role.
- Strong technical knowledge of the products.
- Excellent problem-solving and communication skills.
- Ability to work under pressure and manage multiple tasks.
- Proficiency in technical documentation and software tools.
- Experience in solar products and the motor pump industry is an advantage.