Job Description

Dear Candidate,

Greetings from Data Patterns!!!

Designation - Senior Manager - CSS (Customer Service & Support)

Qualification - B.E / B.Tech - ECE or EEE

Experience : 20 to 25 years

Location: Chennai

Qualification: BE(ECE/EEE) with 20- 25 yrs of experience in Defence Electronics companies in Customer service , AMC / Maintenance and Repair etc., Should manage a team of 25 engineers

Job Responsibility:

• Accountable for all activities being carried out by Customer Service & Support department
• Responsible for generation of lead status, Order & revenue forecast Year on Year and meeting targets
• Ensuring attendance of all types of customer complaints and closure as per SP
• Attend Price negotiation meetings / Contract negotiation meetings pertaining to AMC / CAMC / Repair Orders
• Preparation and vetting of cost & replies to Repair Tender, CAMC renewals and new CAMC's
• Preparation of Draft Contract documents for Product support, Engineering support packages Warranty support (T & C) and CAMC (T & C) for project proposals
• Six monthly review of RACI matrix, Skill competency matrix for Engineers & Back end staff
• Recommend specific system / technology training of engineers in consultation with Senior lead and Senior maintenance engineer of CSS
• Review staffing requirements every six monthly
• Monitor timely closure of Bugs on a monthly basis
• Escalate faults having repetitive nature and consistent failure of a particular line item for resolution (CA-PA) through FAB / SAB
• Carry out process changes in consultation with Associate manager, lead engineer and senior maintenance engineers
• Must be ready to sign documents on behalf of the company / move to any place as required by the company in order to meet the Business requirements
• Monitor the performance of the Managers who directly report to him, guide and advise them on areas where they can bring a change, which can improve their performance and benefit the company
• Be in touch with all the customers through telecalls, emails and face to face meetings on a regular basis, in order to build a healthy relationship

Authority:

• Review & implement new process
• AMC review of terms & Conditions with respect to product
• Customer technical correspondence
• Customer satisfaction survey twice in a year