Job SummaryThe Customer Support Manager is responsible for leading the after-sales service, technical support, and customer satisfaction initiatives for machine tools. The role ensures the timely resolution of customer issues while maintaining high service standards and customer retention. Key Responsibilities1. After-Sales Service ManagementLead installation and commissioning of CNC / VMC / HMC / Turning Centres and other machine tools.Ensure timely resolution of breakdowns and service complaints.Monitor service response time and machine uptime.Develop preventive maintenance programs for customers.2. Customer Relationship ManagementAct as the primary escalation point for key customers.Improve Customer Satisfaction (CSAT) scores.3. Team ManagementLead and mentor service engineers and support staff.Plan manpower allocation based on service requirements.Conduct technical training and skill development programs.Monitor team performance and KPIs.4. Spare PartsCoordinate with supply chain for critical parts planning.5. Technical Support & TroubleshootingProvide advanced technical support for CNC Machines and CNC controls (Fanuc / Siemens / Mitsubishi etc.).Coordinate with factory / R&D for complex technical issues.6. Reporting, Performance Monitoring & KPIsTrack service KPIs such as:Response TimeMean Time to Repair (MTTR)First Time Fix RateWarranty costPrepare monthly service performance reports. Required QualificationsBachelor’s Degree in Mechanical / Electrical / Mechatronics Engineering.8–15 years of experience in machine tool service or customer support.Strong knowledge of CNC machines and industrial automation.Experience managing service teams. Skills & CompetenciesStrong technical troubleshooting abilityLeadership & team managementCustomer-centric mindsetCommunication & negotiation skillsProblem-solving and decision-makingPlanning and coordination skills Preferred ExperienceExperience in VMC, HMC, or high-precision machine tools.Familiarity with ERP/CRM systems.
Job Title
Customer Support Manager