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. - 8 - 10 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