Job Description

Key Responsibilities:

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- Lead the overall CRM-Service operations and ensure high levels of customer satisfaction across all assigned regions.
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- Ensure timely resolution of customer complaints, breakdowns, and service requests within defined SLA timelines.
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- Review customer feedback and implement continuous improvement initiatives to enhance service quality.
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- Ensure scheduled AMC visits are completed as planned with proper documentation.
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- Review service reports, RCA documents, and customer feedback for quality and accuracy.
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- Ensure proper documentation of installations, commissioning, AMC, breakdown services, and remote support activities.
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- Develop and implement strategies to expand the Annual Maintenance Contract (AMC) customer base, ensuring sustainable business growth and long-term customer retention & Addition of current customers to AMC.
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- Ensure standardization of troubleshooting methodologies and service documentation.
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- Review recurring customer issues and initiate permanent corrective actions.
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- Provide technical guidance for PLC, HMI, SCADA, Drives, and Industrial Communication-related issues.
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- Coordinate with Project Execution teams for smooth project handover to CRM.
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- Support project commissioning during peak workload or critical customer requirements.
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- Coordinate with Purchase and Stores for replacement parts and service inventory planning.
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- Work closely with Sales teams regarding AMC renewals, service contracts, and customer retention.
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Qualification and Experience:

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- BE/B.Tech in Electrical & Electronics, Electronics & Communication, Instrumentation, Electrical Engineering, or related discipline.
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- 8 - 10 years of experience in Industrial Automation, Minimum 5+ years of experience in leading Customer Support / CRM / Service Engineering teams.
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- Experience in managing AMC, breakdown support, commissioning, and customer relationship management.
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Skills:

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