Leadership & Strategy
Oversee all technical support teams and operations in the country.
Develop strategies to improve service efficiency, customer experience, and product support quality.
Align local technical operations with the company’s global policies and goals.
Customer Support Management
Ensure timely resolution of customer issues, escalations, and technical queries.
Maintain high levels of customer satisfaction (CSAT/NPS targets).
Build strong relationships with key enterprise clients and partners.
Team Management
Lead, train, and motivate technical support engineers and managers.
Recruit and build high-performing local support teams.
Monitor team performance metrics (response time, resolution rate, etc.).
Coordination & Reporting
Collaborate with product development, R&D, and sales teams to provide customer insights.
Report to Regional Director / Global VP of Technical Support.
Analyze support data and create reports on performance, trends, and improvements.
Operations & Process Improvement
Implement best practices for ticket management and technical troubleshooting.
Optimize workflows, reduce turnaround time, and maintain SLA compliance.
Oversee service tools and knowledge base management.
Performance-based annual bonuses.
Company car or travel allowance.
Health insurance and family coverage.
Stock options or profit-sharing (in multinational companies).
Paid vacation, retirement benefits, and international travel opportunities.
Origin: Maruti Suzuki was established in 1981 as a collaboration between the Government of India and Suzuki Motor Corporation, Japan. It was initially aimed at making affordable cars for the Indian middle class. Headquarters: New Delhi, Indi... Read More