Senior Manager Support & Service

Who We Are

At Tor.ai Limited, we are at the forefront of the industrial IoT revolution. We are India's largest industrial IoT company. As industry leaders, we empower businesses with cutting-edge IoT devices, innovative applications, and advanced analytics solutions.

We believe that a data-driven world will make business more efficient, employees more engaged, and the environment more sustainable. With this purpose, we have set our mission to connect 1 billion devices across industries and drive meaningful change.

Working at Tor.ai means you'll help define the future of industrial operations and be on a team that is solving core grassroots problems, e.g., telematics solutions for electric vehicle ecosystems, remote monitoring solutions for capital goods & construction equipment OEMs, energy & water monitoring solutions, and more. Join us to make an impact.

About the role

We are seeking a technically sound, customer-focused, and execution-driven professional to lead the Support & Service department for Tor.ai's industrial IoT and connected electronic products.

The role involves managing day-to-day technical support, after-sales service, customer escalations, device troubleshooting, repair and replacement coordination, and field issue resolution for IoT gateways, industrial controllers, sensors, energy meters, and connected systems.

The ideal candidate should have hands-on experience in technical customer support or service operations within an electronics manufacturing, industrial IoT, or industrial automation environment. The individual should possess solid problem-solving ability, customer communication skills, team management experience, and the capability to establish structured processes that improve service efficiency and customer satisfaction.

This is a departmental leadership role requiring someone who can independently manage support operations while remaining actively involved in technical escalations, operational reviews, cross-functional coordination, and continuous improvement.

Key Responsibilities

A. Support & Service Operations

- Manage end-to-end technical customer support and after-sales service operations for industrial IoT devices and connected electronic products.
- Lead and supervise the support team, ensuring timely resolution of customer complaints, technical issues, and service requests.
- Establish and monitor SLAs, turnaround time (TAT), resolution time, pending tickets, and customer satisfaction metrics.
- Implement structured ticket management, escalation procedures, service SOPs, and follow-up mechanisms.
- Ensure effective coordination of device repairs, replacements, warranty claims, and service-related activities.

B. Technical Troubleshooting & Issue Resolution

- Guide the support team in diagnosing and resolving device-level, connectivity, configuration, and field-related technical issues.
- Handle complex technical escalations and coordinate with Engineering, Firmware, Hardware, and Product teams for issue resolution.
- Investigate recurring product failures and coordinate root cause analysis (RCA) and corrective and preventive actions.




- Ensure systematic documentation of technical issues, troubleshooting steps, resolutions, and recurring failure patterns.
- Develop and maintain troubleshooting guides, technical knowledge bases, and service documentation to improve resolution efficiency.

C. Customer Management & Escalation Handling

- Act as the primary escalation point for critical customer complaints and unresolved technical issues.
- Ensure clear, timely, and professional communication with customers regarding issue status, resolution timelines, and corrective actions.
- Coordinate with customers, internal stakeholders, and field teams to resolve product and service-related concerns.
- Monitor customer feedback, complaint trends, and service quality to identify improvement opportunities.
- Build a responsive, accountable, and customer-centric support culture within the team.

D. Process, Quality & Performance Management

- Establish and improve support SOPs, escalation matrices, service workflows, and operational reporting practices.
- Define and monitor individual and team KPIs covering SLA compliance, resolution time, ticket backlog, repeat complaints, and service performance.
- Track recurring product issues, field failures, and customer complaints to identify corrective actions and improvement opportunities.
- Maintain service dashboards, performance reports, and issue trackers using Excel and relevant support tools.
- Drive practical process improvements to reduce resolution time, repeat failures, and operational inefficiencies.

E. Team Management & Cross-Functional Collaboration

- Lead, train, mentor, and supervise support engineers, ensuring technical competence, accountability, and service discipline.
- Allocate tasks, monitor workloads, review pending issues, and ensure effective utilization of available team resources.
- Work closely with Product, Engineering, Production, Quality, SCM, and Sales teams for timely resolution of customer and field issues.
- Provide structured field failure reports and customer feedback to Engineering and Product teams for product improvements.
- Ensure effective coordination and timely closure of issues requiring involvement from multiple departments.

F. Tools & Technology

- Manage and effectively utilize support ticketing systems, service management tools, and customer issue trackers.
- Use Excel, reporting dashboards, and data analysis to track team performance, technical issues, and service trends.
- Leverage available automation and AI-enabled tools to improve support efficiency, documentation, and troubleshooting.
- Ensure accurate service records, knowledge sharing, and visibility of pending issues and resolution status.

Basic Qualifications and Skills Required





- Bachelor's degree in Engineering (BE/B.Tech) mandatory, preferably in Electronics, Electrical, Electronics & Telecommunication, Instrumentation, or related engineering disciplines.
- 5 to 10 years of relevant experience in technical customer support, after-sales service, or service operations within electronics manufacturing, industrial IoT, industrial automation, or related product-based industries.
- Minimum 2 to 3 years of experience handling or supervising technical support or service teams.
- Good technical understanding of electronic products, IoT gateways, controllers, sensors, communication interfaces, and field-level troubleshooting.
- Practical experience handling customer complaints, technical escalations, product failures, and service issue resolution.
- Experience in coordinating with Engineering, Production, Quality, or R&D; teams for technical issue resolution and product improvements.
- Solid analytical thinking, structured problem-solving ability, and familiarity with RCA and corrective action processes.
- Strong communication, customer management, stakeholder coordination, and escalation-handling skills.
- Good working knowledge of MS Excel, operational reporting, and support ticketing or service management tools.
- Ability to independently manage departmental operations, prioritize customer issues, and ensure timely resolution.
- High ownership, execution discipline, and willingness to remain technically and operationally hands-on.

Good to Have

- Experience in industrial IoT, electronic device manufacturing, industrial automation, telematics, or connected hardware products.
- Familiarity with industrial communication protocols such as Modbus, RS-485, CAN, MQTT, or Ethernet-based device communication.
- Exposure to warranty management, field failure analysis, repair and replacement processes.
- Working knowledge of quality methodologies such as CAPA, 8D, FMEA, or Six Sigma.
- Experience developing SOPs, troubleshooting guides, service dashboards, or technical knowledge bases.
- Exposure to customer site troubleshooting, device commissioning, or coordination of field service activities.
- Experience working in a growing product manufacturing organization with evolving systems and processes.
- Pune-based candidates preferred; Marathi communication capability would be an advantage.
- Candidates with solid technical aptitude, customer orientation, ownership, and practical team-management ability preferred.

Additional Information Location: Pune Work from Office

Experience: 5 to 10 years

This role reports to the Senior VP Production and is responsible for managing the Support & Service department. The individual will work closely with Product, Engineering, Production, Quality, SCM, and Sales teams to ensure timely technical support, effective customer issue resolution, and continuous improvement in service operations.

The position requires a hands-on departmental manager who can independently lead a team, manage customer escalations, establish operational discipline, and improve support performance in a growing industrial IoT product manufacturing organization.

📌 Senior Manager - Support and Service (Pune)
🏢 Tor.ai
📍 Pune