Customer Support Manager

Job Summary

The Customer Support Manager is responsible for leading the after-sales service, technical support, and customer satisfaction initiatives for machine tools. The role ensures the timely resolution of customer issues while maintaining high service standards and customer retention.

Key Responsibilities

1. After-Sales Service Management

• Lead installation and commissioning of CNC / VMC / HMC / Turning Centres and other machine tools.
• Ensure timely resolution of breakdowns and service complaints.
• Monitor service response time and machine uptime.
• Develop preventive maintenance programs for customers.

2. Customer Relationship Management

• Act as the primary escalation point for key customers.
• Improve Customer Satisfaction (CSAT) scores.

3. Team Management

• Lead and mentor service engineers and support staff.
• Plan manpower allocation based on service requirements.
• Conduct technical training and skill development programs.
• Monitor team performance and KPIs.

4. Spare Parts

• Coordinate with supply chain for critical parts planning.

5. Technical Support & Troubleshooting

• Provide advanced technical support for CNC Machines and CNC controls (Fanuc / Siemens / Mitsubishi etc.).
• Coordinate with factory / R&D for complex technical issues.

6. Reporting, Performance Monitoring & KPIs

• Track service KPIs such as:
• Response Time
• Mean Time to Repair (MTTR)
• First Time Fix Rate
• Warranty cost
• Prepare monthly service performance reports.

Required Qualifications

• Bachelors Degree in Mechanical / Electrical / Mechatronics Engineering.
• 815 years of experience in machine tool service or customer support.
• Strong knowledge of CNC machines and industrial automation.
• Experience managing service teams.

Skills & Competencies

• Strong technical troubleshooting ability
• Leadership & team management
• Customer-centric mindset
• Communication & negotiation skills
• Problem-solving and decision-making
• Planning and coordination skills

Preferred Experience

• Experience in VMC, HMC, or high-precision machine tools.
• Familiarity with ERP/CRM systems.