Functional Support Manager

Role : Functional Support Manager

Location: Haldia, Kolkata, West Bengal

Experience : 5-7 years of experience in customer support or related roles,

Work : On-Site (6 days)

Budget: 9 LPA

Role Overview

The Functional Support Manager (FSM) will lead customer support, functional stability, and process transformation acrossSAP-driven supply chain and analytics platforms . This role requireshands-on plant exposure , strongSAP and IT knowledge , and the ability todrive internal process improvements while ensuring high customer satisfaction, operational efficiency, and system adoption.

The FSM will act as abridge between plant operations, IT/SAP teams, customers, and leadership , ensuring smooth execution from UAT through go-live and post-go-live stabilization.

Educational Qualification

• Bachelors degree inBusiness Administration, Commerce, Engineering, or related field with specialization inSupply Chain / Operations / IT
• Masters degree preferred

Key Responsibilities

1. Execution & Support Leadership

• Define and drive customer support and functional stability strategies aligned with organizational goals across platforms includingSAP, VIMS, and Analytics tools .
• Ensure smooth execution ofUAT, go-live,hypercare, and stabilization phases for plant and customer rollouts.
• Drive adherence to delivery timelines, SLAs, and service commitments.
• Ensure support activities are aligned with broader business and operationalobjectives.

2. Plant Operations & SAP Functional Ownership

• Work closely withplant teams to support dispatch, gate-out, outbound delivery, andlogisticsprocesses.
• Provide functional ownership forSAP modules related to Logistics, SD, MM, and Plant Operations , including:
• Outbound Delivery (OBD)
• Gate Out / Dispatch flows
• Exception handling and system validation
• Coordinate with SAP functional and technical teams for issue resolution, enhancements, and system upgrades.

3. Client Engagement & Stakeholder Management

• Act as theprimary point of contact for key customers and plant stakeholders.
• Manage customer expectations, escalations, and delivery commitments.
• Represent theVoice of Customer (VoC) internally to influence product and process improvements.
• Track and improveCSAT, NPS, and service performance metrics .
• Identifyrisks early and implement mitigation plans to ensure customer satisfaction and operational continuity.

4. Team Leadership & People Management

• Lead, mentor, and manage the Functional Support / Customer Support team.
• Allocate resources effectively across projects and plants.
• Establishbackup plans and cross-training to ensure continuity of support.
• ImplementRewards & Recognition programs to drive performance and engagement.
• Build a culture of ownership, accountability, and continuous improvement.

5. Performance Management & Governance

• Define, monitor, and report key KPIs including:
• Ticket resolution timelines
• SLA adherence
• UAT success rate
• On-time rollout percentage
• CSAT / NPS scores
• Conduct regular reviews with stakeholders and leadership.
• Ensure audit readiness, compliance, and documentation discipline.

6. Process Transformation & Technology Adoption

• Leadinternal process transformation initiatives , including:
• Process mapping and re-engineering
• Automation and digitization of manual workflows
• Standardization of plant and support processes
• Drive change management and user adoption post system rollout.
• Implement best practices for proactive and preventive support.
• Identifyand deploy relevanttechnology tools (Jira, MS Project, Visio,TeamNest, etc.).

7. Cross-Functional Collaboration & Reporting

• Collaborate withIT, SAP, Operations, Product, Finance, and Leadership teams .
• Prepare and presentexecutive-level reports on support performance, risks, and improvement initiatives.
• Drive closure of cross-functional dependenciesimpactingcustomers or plant operations.
• Ensure strict adherence todata privacy and security standards .

8. Training, Knowledge Management & SOPs

• Drive creation and continuous improvement of:
• SOPs
• User manuals
• Knowledge base articles
• Lead training initiatives for internal teams and customers to reduce ticket volumes and improve self-service.
• Ensure documentation aligns with system configuration and business processes.

Mandatory Skills & Experience

• Plant / Manufacturing Environment Experience (Mandatory)
• StrongIT and Technology orientation
• Working knowledge of SAP (Logistics / SD / MM / Plant Operations)
• Experience inUAT planning, execution, and validation
• Proven experience ininternal process transformation
• Strong understanding ofsupply chain andlogisticsprocesses
• Experience inSaaS / enterprise platforms preferred

Core Competencies

• Strong leadership, ownership, and decision-making skills
• Excellent communication and stakeholder management
• Data-driven problem-solving and analytical mindset
• Ability tooperateindependently and manage multiple priorities
• High integrity, accountability, and ethical standards
• Comfortable working infast-paced, multi-stakeholder environments
• Willingness totravel to plant and customer locations asrequired

Success Indicators

• Stable plant go-lives with minimal post-go-live issues
• Improved CSAT and SLA adherence
• Reduced ticket volumes through process improvement
• Strong adoption of SAP and support platforms
• High team engagement and performance

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