Customer Support Officer

Company Profile

Geotrackers Mobile Resource Management Pvt. Ltd.

Geotrackers is a technology company offering end to end telematics solutions that help organisations manage their field resources more effectively, be they vehicles, assets or personnel. We provide GPS based vehicle tracking solutions and mobile solutions for field force management. Our solutions have gained in popularity owing to the multiple benefits that they offer, starting with increase in productivity of the field resources, reduction in costs of field operations, better customer service and better safety & security for man & material. All our solutions are cloud based, offered on the SaaS model. They are therefore easy to deploy and economical to use. Our primary targets are organisations with a sizeable fleet of vehicle or sales & service personnel, across industry sectors ranging from transport & logistics, to health, Hospitality, Education, Cement, BPO, Police & Government & many more.

Job Title: Customer Support Officer

Experience : 2-7 years

Job Description

• Set up network of service technicians pan-India for installation of GPS tracking devices on commercial vehicles
• Manage daily installation / post installation schedule for pan-India locations
• Co-Ordinate with customer team & field staff for schedule assignment
• Manage all customer facing correspondence on Email/Mobile/Whatsapp , regarding service requests
• Follow-up with customer within a 24hour period in regards to the initial phone call or email
• Ensure TAT between 24-48 hours for all service schedules for Pan-India locations.
• Raise repair invoices to customers
• Manage inventory of spares and consumables
• Manage logistics for supplying fresh spares to service technicians pan India
• Co-ordinate with service technicians for return of defective goods to Head Office
• Manage Ensure service technicians
• Conduct Training Sessions for technicians
• Support to field staff
• Generate Monthly failure report with analysis : Technician / Product / Model / Area wise
• Supervision and monitoring of repairs and trouble shooting of all the GPS devices.
• Handling Reports management in ERP

Desired Profile

• At least 2 years experience in managing network of service technicians for fitting of automotive electrical accessories at Pan-India locations
• Must have network of service technicians for fitting electrical accessories on atleast 100+ locations
• Computer Savvy
• Good Skills on Excel
• Strong Communication Skills
• Ability to diffuse volatile situations with professionalism and courtesy
• Capable of conducting root cause analysis of failures and devise breakdown solutions with minimum turnaround time.
• Excellent analytical and conflict resolving skills
• Willing to travel for purposes of hiring, training and managing service technicians.