Duties and Responsibilities

Purpose of Job

To ensure effective customer support and technical service management by providing timely issue resolution, handling customer escalations, coordinating with service teams, maintaining SLA performance, Cost Management and improving customer satisfaction through quality support and communication.

Job Location Based in Mumbai and Handling to Maharashtra, Pune, Goa & Gujrat States.

Key Responsibilities

- Managing customer complaints and escalations
- Providing technical support to service engineers and Region service executives
- Ensuring SLA compliance and timely call closure
- Coordinating with technical teams for critical issues
- Monitoring service quality and customer satisfaction
- Analysing repeated technical failures and finding root causes
- Supporting engineers in troubleshooting complex problems
- Maintaining proper communication with customers regarding issue status
- Coordinating with spare parts and operations teams for faster resolution
- Preparing service performance reports and escalation updates
- Conducting technical reviews and team guidance sessions
- Reducing repeat calls and improving first-time fix rate
- Escalate case Following up on pending cases until closure
- Supporting vendor onboarding and operational discussions
- Maintaining proper coordination between vendors and internal teams

Client Communication: -
- Handling customer escalations and service-related communication
- Providing timely updates on complaint status and resolution progress
- Coordinating with customers for technical troubleshooting and support
- Managing customer expectations professionally
- Ensuring transparent communication between customers and service teams
- Conducting follow-ups until issue closure
- Maintaining strong customer relationships and satisfaction
- Addressing critical complaints and ensuring proper resolution
- Sharing reports, and action plans with customers




- Supporting customers during major breakdowns or service disruptions

Ensuring SLA Compliance: -
- Monitor and ensure that service requests, incidents, and maintenance are handled according to agreed Service Level Agreements (SLAs).
- Spare Cost Tracking & Monitoring Responsibility: -
- Tracking spare consumption and cost at the regional level
- Monitoring spare usage as per company targets and budget
- Controlling unnecessary spare replacement and repeat usage
- Analysing high spare consumption cases and taking corrective actions
- Maintaining cost efficiency in service operations

Performance Reporting: -
- Generate reports on uptime, service calls, consumable usage, and SLA adherence.
- Customer Meeting MOM (Minutes of Meeting): -
- Discussed the current service issues and support requirements.
- After completing the meeting, send the MOM to the respective customer team.
- Shared the action plan and resolution timeline for pending concerns.
- Agreed to follow up on the discussed points and provide regular updates.
- Main Objective:
- To ensure effective communication with customers and provide timely technical support for improved customer satisfaction, SLA & Spare cost tracking, Customer meeting & MOM.

Specific Skills

- 10 years of experience in IT services, or field service operations.
- Experience in service delivery management, SLA compliance, and client interaction.
- Hands-on experience with printer field, troubleshooting, and maintenance of MFP's, Printers and other Office Automation Products
- Experience in team coordination, reporting, and process improvement is an added advantage.
- Familiar with MS Excel, Power BI report dashboard creation, Email conversation and PPT preparation.
- Cost Management, Team handling and Support to Reginal Team and customer.

Educational Requirements

- Bachelor’s degree in engineering (Electronics, Mechanical, or Computer Science), Information Technology, or a related technical field.
- Additional and core certifications or knowledge in Copier Machine, networking and print management are a plus

📌 Customer Support Manager (Mumbai)
🏢 KIRT CONSULTING PRIVATE
📍 Mumbai