Team Lead, Technical Customer Support

Responsibilities:

• Ensure fast and effective response to customer complaints across the service network, including engineers and service franchisees/distributors
• Drive team engagement and motivation to consistently achieve performance targets
• Provide comprehensive technical and commercial support to service franchisees/distributors, while ensuring sustainable ROI for partners
• Conduct technical training programs for service providers as well as customers to enhance product knowledge and service quality
• Perform regular service reviews with both service partners and customers to improve service delivery and satisfaction
• Achieve service revenue targets, including:
• Annual Maintenance Contracts (AMC)
• Consumables
• Equipment services
• Ensure that repair costs under warranty and AMC remain within budgeted limits
• Provide regular feedback on machine and spare part performance, highlighting quality and reliability improvements
• Maintain and report service MIS metrics, including:
• Response time
• Warranty cost
• AMC performance
• Ensure strict adherence to service processes, systems, and safety standards