Field Service Engineer

Position Title: Manager – Customer Support

Location: Delhi & Mumbai

Department: Customer Service

Experience Required: 7–10 years in customer support, preferably in GPS, Telematics, or IoT

hardware domains

Industry Preference: GPS Devices, Telematics, IoT Devices, Automotive Electronics, Wireless

Communication Solutions

Role Summary:

We are looking for an experienced and customer-centric Manager – Customer Support to lead our

support function for GPS tracking devices and telematics solutions. The ideal candidate will have

strong domain knowledge of hardware-software integrated products and a proven track record of

managing technical customer service teams in a manufacturing or device-oriented setup.

Key Responsibilities:

ï‚· Lead the customer support operations for GPS and telematics hardware, including ticket

resolution, installation support, device troubleshooting, and firmware updates.

ï‚· Manage a team of support executives and field engineers to ensure SLA-bound resolution of

customer complaints.

ï‚· Monitor and analyse support KPIs like device uptime, response time, first-time resolution,

and customer satisfaction (CSAT).

ï‚· Act as a liaison between customers and internal teams (R&D, production, software

development) to resolve product issues and suggest enhancements.

ï‚· Oversee the onboarding and training of customers, channel partners, and dealers on device

functionality, mobile/web platforms, and reporting dashboards.

ï‚· Maintain a comprehensive knowledge base, FAQs, and self-help guides to minimize support

tickets.

ï‚· Supervise CRM usage and ensure accurate documentation and ticket lifecycle tracking.

ï‚· Work closely service teams for warranty management, device replacements, and field

service escalations.

ï‚· Stay updated with emerging technologies and GPS trends to improve support capabilities

and customer communication.

ï‚· Generate regular MIS reports and present insights to management for process improvement

and product feedback.

Key Skills & Competencies:

ï‚· Strong understanding of GPS/GPRS-based hardware, SIM configurations, IoT devices, and

data transmission protocols

ï‚· Excellent verbal and written communication skills in English and regional languages

ï‚· Ability to interpret technical documentation and translate it for non-technical customers

ï‚· Proficiency in CRM tools and remote troubleshooting tools

ï‚· Strong analytical skills with a focus on root cause analysis and continuous improvement

ï‚· Team leadership, coaching, and performance management experience

Educational Qualification:

ï‚· Bachelor's Degree in Electronics, Telecommunication, or related field (mandatory)

Job Type: Full-time

Pay: ₹700,000.00 - ₹800,000.00 per year

Benefits:

• Cell phone reimbursement
  
• Health insurance
  
• Internet reimbursement
  
• Provident Fund