Position Title Manager - Customer Support Location Delhi Mumbai Department Customer Service Experience Required 7-10 years in customer support preferably in GPS Telematics or IoT hardware domains Industry Preference GPS Devices Telematics IoT Devices Automotive Electronics Wireless Communication Solutions Role Summary We are looking for an experienced and customer-centric Manager - Customer Support to lead our support function for GPS tracking devices and telematics solutions The ideal candidate will have strong domain knowledge of hardware-software integrated products and a proven track record of managing technical customer service teams in a manufacturing or device-oriented setup Key Responsibilities Lead the customer support operations for GPS and telematics hardware including ticket resolution installation support device troubleshooting and firmware updates Manage a team of support executives and field engineers to ensure SLA-bound resolution of customer complaints Monitor and analyse support KPIs like device uptime response time first-time resolution and customer satisfaction CSAT Act as a liaison between customers and internal teams R D production software development to resolve product issues and suggest enhancements Oversee the onboarding and training of customers channel partners and dealers on device functionality mobile web platforms and reporting dashboards Maintain a comprehensive knowledge base FAQs and self-help guides to minimize support tickets Supervise CRM usage and ensure accurate documentation and ticket lifecycle tracking Work closely service teams for warranty management device replacements and field service escalations Stay updated with emerging technologies and GPS trends to improve support capabilities and customer communication Generate regular MIS reports and present insights to management for process improvement and product feedback Key Skills Competencies Strong understanding of GPS GPRS-based hardware SIM configurations IoT devices and data transmission protocols Excellent verbal and written communication skills in English and regional languages Ability to interpret technical documentation and translate it for non-technical customers Proficiency in CRM tools and remote troubleshooting tools Strong analytical skills with a focus on root cause analysis and continuous improvement Team leadership coaching and performance management experience Educational Qualification Bachelor s Degree in Electronics Telecommunication or related field mandatory Job Type Full-time Pay 700 000 00 - 800 000 00 per year Perks Cell phone reimbursement Health insurance Internet reimbursement Provident Fund

📌 Field Service Engineer (New Delhi)
🏢 YTPS HR Services
📍 New Delhi