6,309 IT Support Manager jobs in India

We are looking for a Technical Support Manager for our next generation CRM platform. You will be responsible for nurturing relationships with our high value customers, while driving onboarding & product adoption by bringing our best practices, innovations and capabilities to our customers.

The Technical Support Manager will deliver technical leadership coupled with a deep understanding of customer support methods to drive greater business value and satisfaction. Our teams are dedicated to helping our customers see the benefits of our technology come to life. As part of our team, you will play a key role in understanding the needs of our customers and help shape the future of customer support.

Job Responsibilities:

• Build trust. Ensure the company keeps its promises to customers, identify and address customer issues immediately and monitor through resolution. Likewise, manage customer expectations and facilitate our activities as agreed.
• Learn our product at a deep level and help customers do the same. Learn upcoming features, and help customers prepare for them.
• Understand how our customers define their own success with our product and help them work toward that success.
• Provide proactive guidance and creative solutions to address customers’ business problems and goals, and to deepen relationships and product usage.
• Represent the customers’ voice during internal discussions and projects.
• Be the point of contact for customers and key stakeholders on complex issues.
• Lead knowledge management across the products and customers.
• Analyze the customer data to demonstrate how game changing our product is and the value/impact on customer business.
• Work with product and engineering teams on customer feedback and feature improvements.

Skills & Requirements (Must Have):

• Good knowledge of CRM Applications like Salesforce/JIRA/Zoho/Freshdesk/ZenDesk etc
• Good understanding of Technical Support Process and Metrics
• Experience in managing a 24 X 7 Technical Support Teams and Processes
• Knowledge of SAAS Applications
• Knowledge of AI/ML, NLP/NLU and database technologies is a plus.
• Ability to quickly learn, understand, and work with new emerging technologies, methods, and solutions for customer support and success.

Qualification & Experience:

6 to 9 years of experience in technical customer-facing roles – Technical Support, Customer support, customer success, presales and post sales consulting and technical services. Bachelor’s degree in Computer Science, Engineering, or equivalent practical experience.

Role & responsibilities

• 8-10 years of progressive experience in technical sales within Anodizing and surface treatment industry.
• Proven track record in specialty chemicals for Aluminum Anodizing and surface treatment applications
• Deep understanding of Anodizing processes, chemistry, process, plants and equipment requirements
• Hands-on experience with anodizing line operations, process troubleshooting, and quality control
• Full knowledge and understanding of QCPC of Anodizing processes
• Knowledge of anodizing standards (ISO, ASTM, MIL-SPEC) and regulatory requirements.

Primary Industry:

Specialty Chemicals, Chemical Manufacturing, Metal Finishing & Surface Treatment, Industrial Chemicals

Client Relationship Management

• Provide pre- and post-sales consulting services to enhance client satisfaction and retention
• Conduct regular plant reviews
• Serve as primary technical liaison between clients and internal teams
• Ensure exceptional customer service delivery and resolve complex manufacturing process issues

Technical Solutions & Consulting

• Provide expert technical consultation on aluminum Anodizing processes, surface treatment chemistry, and pre-treatment solutions.
• Specialize in Anodizing bath management, process optimization, and quality control for aluminum surface treatment.
• Conduct comprehensive Anodizing line assessments and recommend process improvements.
• Develop customized Anodizing chemistry solutions for various aluminum grades and applications.
• Analyze existing Anodizing setups and provide recommendations to improve coating quality, thickness uniformity, and process efficiency.
• Support clients in troubleshooting Anodizing defects such as burning, staining, pitting, and poor adhesion.
• Provide guidance on Anodizing equipment selection, line configuration, and process parameters optimization.
• Offer expertise in hard anodizing, decorative anodizing, and related light metal chemistries.
• Conduct on-site Anodizing trials, process demonstrations, and line parameter optimization.
• Collaborate with R&D teams to develop innovative Anodizing solutions

Market Analysis & Strategy

• Support in identifying emerging trends in anodizing applications across automotive, aerospace, architectural, and consumer electronics sectors.
• Monitor regulatory changes affecting anodizing processes and environmental compliance.
• Analyze competitive landscape in Anodizing chemistry and equipment markets.
• Provide market intelligence on Anodizing technology developments and customer requirements.
• Support strategic planning for Anodizing product portfolio expansion and market penetration

Good Knowledge in Power System Protection and Numerical Relays in general. Lead the customer support organization India team and to meet the KPIs set. Providing technical support for Grid Automation Products and System to customers. Has the experience and expertise to understand and resolving technical problems.

• Act as the single point of contact to the customer for timely and satisfactory resolution of concerns covering a wide variety of support services offered for India region, product, or coverage area - Responsible for knowledge of assigned region, coverage area, or product lines, their associated configuration installations, and represents the most direct access to all appropriate internal functions to support the customer · Establish and maintain contact to provide on-going technical and business support to assigned customers in designated geographic region or coverage area
• Developing in-depth knowledge of a technical discipline. Uses prior experience and acquired technical expertise to execute policy/strategy.
• In-depth understanding of key business drivers; uses this understanding to accomplish own work. In-depth understanding of how work of own team integrates with other teams and contributes to the area.
• Uses some level of judgment and has ability to propose different solutions outside of set parameters but with guidance. Uses prior experience and on-the-job training to solve straightforward tasks. Has access to technical skills and analytic thinking required to solve problems. May use multiple internal sources outside of own team to arrive at decisions.
• A job at this level is likely to be an individual contributor with proven interpersonal skills or an early people leader who can hire and develop talent. Provides informal guidance to new team members

Qualifications/Requirements

• Bachelor's degree/Diploma in Electrical and Electronics engineering or Electronics Engineering from an accredited university or college
• At least 10 additional years of experience in Trouble shooting / Engineering / Commissioning of Grid Automation Products and Systems
• Essential experience, knowledge and demonstrated practical skills in HV (or MV) Substation Protection and Automation Systems and Communication protocols across all aspects of Design, Configuration, Testing and Commissioning.

Desired Characteristics

• Strong oral and written communication skills.
• Strong interpersonal and leadership skills.
• Demonstrated ability to analyze and resolve problems.
• Demonstrated ability to lead strategic programs.
• Ability to document, plan, market, and execute programs.
• Effective problem identification and solving skills
• Willingness to travel to customer locations for customer interactions, complex site analysis / resolution with the customer, as the case may be.

Relocation Assistance Provided: Yes

Role & responsibilities

• Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues.
• Train, coach and mentor L1/L2 Technical Support Engineers.
• Manage 24X5/7 service availability and SLA adherence.
• Establish and implement ITIL standards in service delivery practices.
• Act as escalation point for all requests and incidents. Develop and mature phone/ticket/email escalation processes to ensure free flowing escalation and information within the organization.
• Lead IT and Support Helpdesk project for on-time and quality closer.
• Maintain IT service desk policies, procedure documentation, records and reports in compliance with organization, ISO, HIPPA and HITRUST compliances requirements.
• IT Asset Management.
• Vendor management for procurement, repair and maintenance
• Foster positive end-user, cross function relationships and drive customer satisfaction.
• Develop and maintain Technical Support knowledge base.
• Maintain departmental staffing by recruiting, selecting, orienting, and training employees and developing personal growth opportunities.
• Develop employees within their roles via coaching, counseling, and disciplining employees.
• Conduct regular check-ins with all direct reports to monitor performance, track progress on the completion of work duties and responsibilities and discuss successes and challenges.
• Conduct annual performance evaluations for all direct reports
• Manage process for communicating outage/emergency activities to the organization.
• Provide data and reporting of KPIs and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement.
• Review survey feedback to improve services, tools and support experience.

Preferred candidate profile

• Graduate in Engineering/Technical discipline having knowledge of servers and desktop O.S., O365, networking, firewall, Windows AD, Domain controller, All PC/Laptop/Server Hardware, Tablets, software applications, server maintenance, etc.
• At least 15 years + years of total IT experience with a minimum of 5 years of experience with IT Helpdesk/Service Desk management in Enterprise environment
• 24X5/7 Global Support Operations ManagementITIL Certification
• Microsoft and Azure Certification is an added advantage
• Strong leadership capability, Deep IT/PC troubleshooting knowledge, Excellent customer Service Skills, Excellent problem solving skills
• Strong coordination skills to work with multiple cross functions
• Proactive and creative, Attention to detail, Excellent research skills
• Excellent English communication skill (both Written & Verbal)
• Customer-centric
• Problem Solver
• Critical thinker

The Technical Support Manager is the main technical contact between Arteco, its customers, blending partners, suppliers, and the technology team based in the Belgium headquarters. The role is pivotal in strengthening Arteco's presence in the Indian market, supporting customer needs, and driving product innovation.

What will your responsibilities include?

• You provide technical solutions and supporting data for customer queries, OEMs, and the sales team.
• You collaborate with OEMs and aftermarket customers to secure approvals for Arteco products. You support the introduction and implementation of Arteco Coolants with customers.
• You build and maintain strong relationships with Tier 1 suppliers, third-party testing labs, and approving authorities (e.g., ARAI).
• You engage with blending partner plants to address product, process, and plant-related issues. You conduct or oversee trial batch blending and provide feedback to management, sales, and technology teams.
• You regularly participate in audits and follow up on findings to ensure quality and compliance. You work with local suppliers (e.g., MEG, water, tanker suppliers) to address and resolve any technical or quality issues.
• You assist in the development of new products by gathering data, collecting samples, and monitoring fleet tests as needed. You identify and coordinate with local labs for test program localization, including vendor registration, quotations, test finalization, reporting, and payments. You coordinate coolant sample testing at Indian lab facilities, with a focus on ARAI.
• You collect market and competitor product information to identify trends, opportunities, and threats. You keep the organization informed of new coolant technologies and emerging trends in the Indian market. You act as a liaison to ensure Arteco understands local market needs and expectations.

What makes you the right candidate for this role?

• You hold a university degree in chemical engineering.
• You have a minimum of 10-year experience in Lubricants, Lubricant Additives, Water Based Metal Working Fluids, however most preferred is experience in the Automotive Coolants industry.
• Proven experience interacting independently with Technical and Sales departments of OEMs.
• Knowledge of international and Indian Standards in Coolants and Lubricants, as well as familiarity with testing methods and OEMs approval protocol.
• You demonstrate strong communication and presentation skills, with the ability to effectively engage diverse stakeholders.
• You have a strong 'service attitude' and a customer-focused approach.
• You are result-driven and have good problem solving skills.
• Proficiency in both English and Hindi (spoken and written).

What can you expect from us?

• We offer you a challenging role in a financially sound company.
• You will be working in an international and professional environment where high-quality standards and safety are prioritized in everything we do.
• You will join a culture where we go the extra mile for our customers and value strong, collaborative partnerships.
• You work together with a positive and driven team where independent thinking and teamwork is highly valued.

• Lead, mentor, and manage the technical support team, ensuring high performance and productivity.
• Develop and implement support processes, SOPs, and escalation protocols to ensure quick and effective issue resolution.
• Monitor support tickets, call logs, and customer interactions to maintain SLA compliance.
• Provide hands-on support for complex or escalated technical issues.
• Work closely with Product Development, Sales, and Service teams to address recurring issues and improve product performance.
• Train team members on new products, updates, and troubleshooting methodologies.
• Analyze support metrics, prepare performance reports, and share insights with management.
• Ensure customer feedback is collected, documented, and incorporated into product/service improvements.
• Drive automation and knowledge base development (FAQs, documentation, tutorials, etc.) to enhance self-service support.
• Manage customer communication during outages, upgrades, or technical incidents.

Job Types: Full-time, Permanent

Pay: ₹20, ₹35,000.00 per month

Benefits:

• Cell phone reimbursement
• Commuter assistance
• Health insurance
• Leave encashment
• Paid sick time
• Paid time off

Work Location: In person

email:

Immediate joining preferred

Biotech Desk Pvt. Ltd. is a supplier of state-of-the-art products and

research services to biological research laboratories in both Govt.

and Pvt. Our strength lies in understanding the needs of the

customer and assuring them of unparalleled customJer service. We

import services and products from vendors abroad and also

undertake contract research services at our own lab.

Responsibilities:

• Understand client projects and requirements via email and phone discussions.
• Prepare and deliver accurate quotations, project proposals, and technical reports.
• Collaborate with the Sales team to provide technical insights and pricing support.
• Coordinate with service providers to ensure deliverables align with client expectations.

Qualifications:

• Master's degree in Life Sciences or Medical Biotechnology with strong knowledge of Molecular Biology, Immunology, and Bioinformatics.
• Strong scientific acumen with hands-on understanding of lab experiments.
• Excellent communication skills to assess and translate client requirements effectively.
• Proficiency in MS Word and Excel with good documentation and reporting skills.
• Highly motivated, detail-oriented, and client-focused.

Experience: 1-3 years