Senior General Manager/Vice President - Customer Support - Analytical Instruments Background

Location : Mumbai

CTC: Approx. Rs. 30 Lakhs per annum fixed + performance based incentive

Job Description:

To manage All-India Customer Service Operations across 14 branches with a team of 4 Regional Managers, Training Manager, Group Leaders, a total service team of 125+ engineers and support staff. The responsibilities include:

- Lead & motivate the team to deliver a high level of customer satisfaction as well as achieve / exceed the annual financial target through promotion of AMC's CMC- s, and sale of spares, consumables and accessories

- Identify new opportunities for business growth

- Overall responsibility for the training and development of the team

- Interface with Principals on all customer service related matters

- Identify and implement new initiatives to improve customer service

- Gather market intelligence on competitors activities & develop / recommend strategies to meet competitive challenges

- Develop team members on both technical & behavioral areas; be a mentor

- Monitor key metrics and MIS for effective customer service operations

- Ensure compliance with Company policies, procedures and Values

Qualification : Essential : Diploma/Degree in Electronics/Instrumentation Engineering

Desirable : MBA

Experience : 20+ years in any technical field of which 7-10 years must be in customer service management

Competencies:

- High Customer focus

- High initiative; self starter

- Good interpersonal skills; ability to quickly develop rapport with Customers at senior level

- Ability to create & lead a cohesive team with a high level of bonding

- Good written and verbal communication skills

- Good people skills; ability to develop & mentor people

- Good operational management skills

- Analytical & problem solving skills

- Conceptual skills; out of box thinking

- Ability to process market intelligence and develop and implement tactical plans

- Process oriented; ensure compliance with defined processes