75F - Manager - Customer Support

Job purpose & responsibilities : 

- Responsible for post-sales customer support infrastructure. Will include call logging, escalation, deployment of in-house & outsourced engineers in the field, call closure, monitoring of customer SLAs.

- Create infrastructure for providing pre-sales support for site surveys, audits & assist in project proposals.

- Work with project supervisors to submit proposal and implement technology solution to improve HVAC efficiency.

- To be involved and carry out planning, execution and updates for all daily on-site work and Site supervision work - HVAC & BMS experience is going to be of utmost importance

- Responsible for customer and vendor interactions and maintain excellent Customer Satisfaction Score.

- Responsible for Site Visits and Site Coordination, allocation of Engineers and Technicians in various sites

Qualifications : 

- B.E./B.Tech from a reputed university

- MBA (preferred) from a reputed university

Work Experience : 

- Should have 8 - 10 years relevant work experience.

- Should have worked with the HVAC/BMS industries for majority of his career.

- Should have had people responsibility for at least 7 years.

- Should have worked with large Indian or multinational organizations.

- Should have a proven track record of delivering targets consistently.

- Should be familiar with industry-standard CRM/equivalent