Manager – Customer Relationship & Automation Services

Key Responsibilities:

• Lead the overall CRM-Service operations and ensure high levels of customer satisfaction across all assigned regions.
• Ensure timely resolution of customer complaints, breakdowns, and service requests within defined SLA timelines.
• Review customer feedback and implement continuous improvement initiatives to enhance service quality.
• Ensure scheduled AMC visits are completed as planned with proper documentation.
• Review service reports, RCA documents, and customer feedback for quality and accuracy.
• Ensure proper documentation of installations, commissioning, AMC, breakdown services, and remote support activities.
• Develop and implement strategies to expand the Annual Maintenance Contract (AMC) customer base, ensuring sustainable business growth and long-term customer retention & Addition of new customers to AMC.
• Ensure standardization of troubleshooting methodologies and service docume...