Job Description

Department: Customer Service

Experience Required: 7-10 years in customer support, preferably in GPS, Telematics, or IoT

hardware domains

Industry Preference: GPS Devices, Telematics, IoT Devices, Automotive Electronics, Wireless

Communication Solutions

Role Summary:

We are looking for an experienced and customer-centric Manager - Customer Support to lead our

support function for GPS tracking devices and telematics solutions. The ideal candidate will have

strong domain knowledge of hardware-software integrated products and a proven track record of

managing technical customer service teams in a manufacturing or device-oriented setup.

Key Responsibilities:

? Lead the customer support operations for GPS and telematics hardware, including ticket

resolution, installation support, device troubleshooting, and firmware updates.

? Manage a team of support executives and field engineers to ensure SLA-bound resolution of

customer complaints.

? Monitor and analyse support KPIs like device uptime, response time, first-time resolution,

and customer satisfaction (CSAT).

? Act as a liaison between customers and internal teams (R&D, production, software

development) to resolve product issues and suggest enhancements.

? Oversee the onboarding and training of customers, channel partners, and dealers on device

functionality, mobile/web platforms, and reporting dashboards.

? Maintain a comprehensive knowledge base, FAQs, and self-help guides to minimize support

tickets.

? Supervise CRM usage and ensure accurate documentation and ticket lifecycle tracking.

? Work closely service teams for warranty management, device replacements, and field

service escalations.

? Stay updated with emerging technologies and GPS trends to improve support capabilities

and customer communication.

? Generate regular MIS reports and present insights to management for process improvement

and product feedback.

Key Skills & Competencies:

? Strong understanding of GPS/GPRS-based hardware, SIM configurations, IoT devices, and

data transmission protocols

? Excellent verbal and written communication skills in English and regional languages

? Ability to interpret technical documentation and translate it for non-technical customers

? Proficiency in CRM tools and remote troubleshooting tools

? Strong analytical skills with a focus on root cause analysis and continuous improvement

? Team leadership, coaching, and performance management experience

Job Type: Full-time

Pay: ₹65,000.00 - ₹70,000.00 per month

Benefits:

Cell phone reimbursement Food provided Health insurance Paid time off Provident Fund
Work Location: In person