Education: Bachelor’s degree in engineering or Diploma or related field (preferred)
Experience: 5-10 years of experience in support management, field operations, or
related roles.
Job Description:
We are seeking a dedicated and experienced Support Manager to lead our
Support and Post-sales operations, including overseeing product installations,
managing after-sales support, driving AMC business, and deploying field support
staff. The ideal candidate will ensure seamless product delivery, customer
satisfaction, and the efficient management of support operations to maintain long-
term customer relationships.
▪ Proven experience in managing installations, customer service teams, AMCs,
and field support staff.
▪ Experience in developing and improving customer support processes, service
delivery models, and managing cross-functional teams.
Roles and Responsibilities:
1. Installation Management-
▪ Coordinate and oversee the installation of products or services at customer
sites, ensuring smooth execution and adherence to cost and timelines.
▪ Ensure the installation team follows best practices, safety guidelines, and
customer-specific requirements.
▪ Act as the primary point of contact for customers during the installation
phase, providing updates and resolving issues promptly.
2. After-Sales Support-
▪ Manage a team of customer support representatives, ensuring they provide
high-quality post-installation services, including troubleshooting, issue
resolution, and technical support.
▪ Ensure that customer complaints, inquiries, or requests are addressed
promptly and efficiently.
▪ Monitor customer satisfaction levels and take corrective actions as needed.
3. AMC (Annual Maintenance Contracts) Management-
▪ Oversee the execution of AMC services, ensuring timely renewals, servicing,
and adherence to service level agreements (SLAs).
▪ Collaborate with the sales team to drive AMC renewals and offer value-
added services to customers.
▪ Develop and implement maintenance schedules to ensure all covered
equipment or services are adequately maintained and operational.
4. Field Support Staff Deployment-
▪ Lead the deployment and coordination of field support staff for on-site
services and troubleshooting.
▪ Plan, schedule, and allocate field engineers for installations, maintenance,
and service requests to ensure timely completion.