Greetings from Team Management Services (TMS), an end-to-end HR consulting services firm!We found your resume suitable for the position ofService Support Manager currently open with one of our clients in India.Company Profile:Our Client journey started as a service provider in the west region in 2009. Their success in earning customers trust and satisfaction led to the beginning of equipment supply business. Over time, with customers growing confidence in abilities, they were able to expand the business, PAN India level. Today our client has 500+ customers and 5000+ installations as they are one of the preferred service providers and suppliers for Scientific Equipment. They have become an integral part of India's Bioresearch community with a diverse portfolio of innovative products and solutions that match the needs of our customers.Position Title: Service Support ManagerLocation: Mumbai/Pune/GujaratQualifications: Any GraduateExperience Required: 12-18 yearsResponsibilities:Client managementEnsure submission of Prerequisite Form to the client on or before shipping of the productHealth check and monitoring for all the products with the existing clients.Strong knowledge and expertise in installation, configuration and management of Products as per the customers requirement.Warranty and guarantee maintenance.Troubleshooting and resolving problems.Maintain work report on a regular basis.Create Technical documentation (client wise technical know-how database)Should engage in service improvement plansBe responsible for supporting multiple applications and delivering quality support to Customers.Plan growth and changes (capacity planning). Hands-on experience in troubleshooting & administrationSetup and maintain documentation and standardsGood planning skills and the ability to work independently, be adaptable to change and varied working hoursGood communication skills (verbal communicator, active listener and active participant)Create documentation as per the process defined.Work closely with other operational and support groupsA passion for problem solving, excellent interpersonal skills with a desire for customer supportAbility to handle periodic on-call duty as well as out-of-band requestsShould have the ability to handle multiple projects and deadlinesMentor Junior EngineersWeekly review meetings with GM-Operations and COO.Connecting Strategic Relationship to Value PropositionMaintain Leadership position in Life science Laboratory solution SuppliesManage Pricing process for AMC's and 3rd party MaintenanceManage the Service support Budget for BLPLManage Competitive IntelligenceBuild and Manage effective channelsEffective forecasting, Manage Key Accounts, Manage leadsCustomer Complaint ManagementBuilding Effective India Business StructureDaily monitoring report of service ExecutivesWeekly Report to be submitted to the connected processesCompetency building of processProduct and RequirementsQualifications:Understanding International standardsBusiness marketProduct formulations.Problem solving skills and learning attitudeGood communication, analytical and presentation skillsMarket researchNegotiationRelationship buildingTeam player & Process oriented
