Larsen & Toubro
Location
Chennai | India
Job description
The Assistant Manager - Customer Support, will play a key-role in after sales support as per SLA (service level agreement) for ensuring exceeding
customer satisfaction and maintaining the functionality of power system related digital products and services. Involve in responding to customer complaints, troubleshoot the problems and work with cross-functional teams to address the problems faced. This position requires a combination of technical knowledge, problem-solving skills, and interpersonal abilities to ensure a positive post-sale experience for customers. Required skills: • Have previous experience in renewables, substation, control center or related power system domain. • Good knowledge of digital monitoring & control solutions like SCADA, DMS, EMS, SAS, etc. • Must possess good problem solving, analytical skills and the ability to propose practical solutions for issues. • Accurate record-keeping and documentation of service activities • Excellent Communication skills in English language (written and verbal) • MS Outlook, Word, Excel, Power Point, Visio, etc. Job duties & responsibilities: • Customer support: Provide technical support to customers who may be experiencing issues with products or services. This could involve troubleshooting problems, answering queries, and guiding customers through problem-solving steps. Also, engage with customers in bringing add-on orders. • Diagnosis and Problem Solving: Analyze technical issues reported by customers, diagnose problems, and develop solutions. This may involve collaboration with technical teams, other departments, and vendors. • Annual Maintenance and Repairs: Perform routine annual maintenance and repairs on products to ensure they continue to function optimally. This may involve both on-site and remote support, depending on the nature of the product. • Remote Assistance: Utilize remote tools and technologies to provide quick and efficient assistance to customers, minimizing downtime and reducing the need for on-site visits. • Service procedures and tools: Develop written procedures or tools that help standardize or automate after-sales customer support. • Continuous Improvement: Provide feedback to the Sales leadership team and product management team based on customer experiences and recurring issues. This input can help improve the design and functionality of future products. • Documentation and maintain database: Acknowledge tickets / service requests, maintain detailed records of customer interactions, and solutions provided. This documentation is valuable for future reference and for improving product design and customer support processes. • Feedback to Sales/ Delivery / product team: Work closely with different teams to understand customer needs and provide customer feedback / insights that can contribute to the development of marketing strategies and the improvement of future products.Job tags
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