Head - Customer Support & After-Sales (UAV)

Location: Bhopal (Work From Office)

Experience: 6-8 Years

About IZI

At IZI, we are building the next generation of drones and creator technology. Our mission is to make cutting-edge aerial technology accessible while delivering high-performance products for both enthusiasts and professional users.

As our product ecosystem grows, building a strong after-sales and support infrastructure becomes critical. We are looking for a Head - Customer Support & After-Sales who can lead and scale our service operations for UAV products across India.

Role Overview

This role will lead the entire customer support and after-sales ecosystem at IZI, including customer support operations, technical troubleshooting, repair center management, and service network development.

The objective is to ensure fast issue resolution, strong customer satisfaction, and a scalable service infrastructure as IZI’s drone product portfolio expands.

Key Responsibilities

1. Customer Support Operations

- Ensure timely resolution of customer queries and complaints
- Establish clear service workflows, escalation processes, and service policies
- Monitor KPIs such as response time, resolution time, and ticket backlog

2. After-Sales & Repair Management

- Oversee repair and service operations for drone products and accessories
- Establish processes for RMA, warranty management, and service requests
- Improve repair turnaround times and service quality

3. Team Leadership

- Build and manage the customer support and technical support teams
- Define KPIs, SOPs, and performance standards
- Train teams on product knowledge and service processes

4. Service Ecosystem Development

- Develop and manage authorized service partners across India
- Ensure availability of spare parts, service tools,



and repair infrastructure
- Coordinate service support with distributors and channel partners

5. Customer Experience & Service Systems

- Improve the end-to-end customer service journey
- Implement and optimize CRM / ticketing systems
- Analyze service data to identify recurring product issues

6. Cross-Functional Collaboration

- Work closely with engineering, product, and operations teams to resolve technical issues
- Provide structured feedback from customer service insights to product teams
- Support customer training and product education initiatives

Qualifications

- Bachelor’s degree in Engineering (Electronics / Mechanical / Robotics / related fields)
- 6-8 years experience in customer support, service operations, or after-sales management
- Experience in electronics, drones, robotics, or hardware products preferred
- Strong understanding of technical troubleshooting and repair workflows
- Experience managing service teams and service networks
- Familiarity with CRM systems, ticketing tools, and service KPIs

Key Skills

- Customer Support Leadership
- After-Sales & Service Operations
- Technical Troubleshooting Management
- Repair Center & RMA Processes
- Team Leadership & Training
- Customer Experience Improvement

Why Join IZI

You will help build and scale the after-sales infrastructure for a growing drone ecosystem, ensuring customers receive reliable support and service for advanced UAV technology. If you’re passionate about technology products, customer experience, and building solid service systems, we would love to hear from you.

Job Types : Full time, Permanent

Pay: From ₹500,000.00 per year

Benefits :

- Flexible schedule
- Leave encashment
- Paid sick time
- Provident Fund

Application Question(s):

- Current CTC/Expected CTC
- Notice Period

Work Location: In person

📌 Customer Support & After-sales (Uav) (Bhopal)
🏢 IZI
📍 Bhopal