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 recent customers to AMC.
- Ensure standardization of troubleshooting methodologies and service documentation.
- Review recurring customer issues and initiate permanent corrective actions.
- Provide technical guidance for PLC, HMI, SCADA, Drives, and Industrial Communication-related issues.
- Coordinate with Project Execution teams for smooth project handover to CRM.




- Support project commissioning during peak workload or critical customer requirements.
- Coordinate with Purchase and Stores for replacement parts and service inventory planning.
- Work closely with Sales teams regarding AMC renewals, service contracts, and customer retention.

Qualification and Experience:

- BE/B.Tech in Electrical & Electronics, Electronics & Communication, Instrumentation, Electrical Engineering, or related discipline.
- 11+ years of experience in Industrial Automation, Minimum 5+ years of experience in leading Customer Support / CRM / Service Engineering teams.
- Experience in managing AMC, breakdown support, commissioning, and customer relationship management.

Skills:

- PLC Troubleshooting & Automation Commissioning
- HMI/SCADA Diagnostics
- Industrial Communication Protocols (EtherNet/IP, Modbus RTU/TCP, PROFINET, OPC)
- Industrial Ethernet & Networking
- Root Cause Analysis (RCA) & Breakdown Analysis
- Preventive Maintenance & System Health Assessment
- Microsoft Office (Excel, Word, PowerPoint)
- SAP & CRM/Service Management Tools (Preferred)
- Exposure to .NET and C# (Added Advantage)

📌 Manager – Customer Relationship & Automation Services (Chennai)
🏢 BASE Automation
📍 Chennai