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| Job Location | Chennai |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Manufacturing |
| Functional Area | Service / Installation / Repair |
| EmploymentType | Full-time |
Dear Candidate,Greetings from Data patterns!We are looking forSr. Manager - CSS (Customer Service & Support)Qualification: BE(ECE/EEE) with 19- 23 yrs of experience in Defense Electronics companies in Customer service , AMC / Maintenance and Repair etc., Should manage a team of 25 engineersLocation: ChennaiJob Responsibility & Authoritya. Accountable for all activities being carried out by Customer Service & Support department. b. Responsible for generation of lead status, Order & revenue forecast Year on Year and meeting targets. c. Ensuring attendance of all types of customer complaints and closure as per SP. d. Attend Price negotiation meetings / Contract negotiation meetings pertaining to AMC / CAMC / Repair Orders. e. Preparation and vetting of cost & replies to Repair Tender, CAMC renewals and new CAMCs. f. Preparation of Draft Contract documents for Product support, Engineering support packages, Warranty support (T & C) and CAMC (T & C) for project proposals. g. Six monthly review of RACI matrix, Skill competency matrix for Engineers & Back end staff h. Recommend specific system / technology training of engineers in consultation with Senior lead and Senior maintenance engineer of CSS. j. Review staffing requirements every six monthly. k. Monitor timely closure of Bugs on a monthly basis. l. Escalate faults having repetitive nature and consistent failure of a particular line item for resolution (CA-PA) through FAB / SAB. m. Carry out process changes in consultation with Associate manager, lead engineer and senior maintenance engineers. n. Must be ready to sign documents on behalf of the company / move to any place as required by the company in order to meet the Business requirements. o. Monitor the performance of the Managers who directly report to him, guide and advise them on areas where they can bring a change, which can improve their performance and benefit the company. p. Be in touch with all the customers through tele calls, emails and face to face meetings on a regular basis, in order to build a healthy relationship.Authority:Review & implement new process AMC review of terms & Conditions with respect to product Customer technical correspondence Customer satisfaction survey twice in a year.
Keyskills :
customersupport maintenance amc customerservice epairmaintenance