Job Description Key Responsibilities:
n n Lead the overall CRM-Service operations and ensure high levels of customer satisfaction across all assigned regions.
n Ensure timely resolution of customer complaints, breakdowns, and service requests within defined SLA timelines.
n Review customer feedback and implement continuous improvement initiatives to enhance service quality.
n Ensure scheduled AMC visits are completed as planned with proper documentation.
n Review service reports, RCA documents, and customer feedback for quality and accuracy.
n Ensure proper documentation of installations, commissioning, AMC, breakdown services, and remote support activities.
n 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.
n Ensure standardization of troubleshooting methodologies and service documentation.
n Review recurring customer issues and initiate permanent corrective actions.
n Provide technical guidance for PLC, HMI, SCADA, Drives, and Industrial Communication-related issues.
n Coordinate with Project Execution teams for smooth project handover to CRM.




n Support project commissioning during peak workload or critical customer requirements.
n Coordinate with Purchase and Stores for replacement parts and service inventory planning.
n Work closely with Sales teams regarding AMC renewals, service contracts, and customer retention.
n n Qualification and Experience:
n n BE/B.Tech in Electrical & Electronics, Electronics & Communication, Instrumentation, Electrical Engineering, or related discipline.
n 11+ years of experience in Industrial Automation, Minimum 5+ years of experience in leading Customer Support / CRM / Service Engineering teams.
n Experience in managing AMC, breakdown support, commissioning, and customer relationship management.
n n Skills:
n n PLC Troubleshooting & Automation Commissioning
n HMI/SCADA Diagnostics
n Industrial Communication Protocols (EtherNet/IP, Modbus RTU/TCP, PROFINET, OPC)
n Industrial Ethernet & Networking
n Root Cause Analysis (RCA) & Breakdown Analysis
n Preventive Maintenance & System Health Assessment
n Microsoft Office (Excel, Word, PowerPoint)
n SAP & CRM/Service Management Tools (Preferred)
n Exposure to .NET and C# (Added Advantage)
n

📌 Manager Customer Relationship & Automation Services Chennai
🏢 BASE Automation
📍 Chennai