235 IT Support Manager jobs in Chennai

Job Purpose:

The incumbent will be responsible for supporting ASMs and the dealership staff in technically for resolving product issues.

Position Overview:

Location: Chennai

Position Title: Technical Support Manager

Reports to : Group Manager- Service Lead

Function: EV Commercial

What you’ll do:

Field technical report :

 Collaborate with Field Teams to collect and analyze technical reports related to Electric Vehicles (EVs), identifying critical issues and escalating them to Quality Assurance for corrective action and joint visits.

Need to monitor the Following Reports for the New Product:

Develop, Monitor and analyze warranty claims for EV products, tracking trends and critical items, and ensuring corrective actions are implemented through the Field Report Tracker and Failure Part Tracking.   

Service bulletin creation:

Develop and communicate service bulletins to Field Teams based on complaint trends from FOR and warranty failures, ensuring proper validation after design-level modifications are made at the plant level.

Once Modification is done at the plant level on the product improvement or value engineering,

Need to communicate in Service Bulletin format to Field Team with Proper Validation.

Field visit on analysis:

Conduct joint visits with Plant Teams to analyze root causes of EV-related issues, identifying areas for improvement, and implementing corrective actions.

Field support:

Provide technical support for critical EV issues through hotline calls, vehicle diagnosis, and

training, ensuring prompt resolution and minimizing downtime.

SOP creation:

Need to coordinate QA / PD for Critical Issues through the Standard Operating Procedure

Customer Complaint Analysis:

 Analyze customer complaints generated through different modes, identifying trends and

collaborating with respective teams for corrective actions, including Non-Product issues with the

field team and Product issues with the Plant team.

SOP Adherence Monitoring:

Monitoring the progress of the SOP implementation at field both at ASM and dealer. Follow up with the concerned field team for early completion.

Competitor Model Study:

 Conduct benchmarking studies of competitor EV models, submitting findings and

recommendations for improvement.

Service Accessibility and Maintenance:

Define Service Accessibility and Maintenance procedures for new EV products, including Flat Rate Time (FRT) for labor billing, ensuring efficient and effective service delivery.

 Automation of Backend reports

QRMS:

Product issue resolution - 15 days for process, 30 days for quality, and 60 days for design issues

Reducing unplanned visits to the workshop by customers before 1st service

Compliant trend monitoring and proactive decision making for service campaign/service updates to field employees

What you'll bring:

Experience:  

7 to 9 years in the aftersales (automotive industry) function as an area service manager. He  should have good technical skills and exposure to handling customer complaints.

Hands-on field experience would be preferable

Good customer handling skills and Excel skills

Qualification:   Bachelor’s in Mechanical or Automobile Engineering

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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.

About Element5

Element5 is on a mission to transform the way post-acute care organizations work. Using AI

and RPA, we're automating complex and repetitive tasks, so teams can focus on better

patient outcomes. In short, if post-acute teams are spending too much time on administrative

work, Element5's digital assistants can take over for them.

We’re fast-paced, supercharged, and moving at the speed of light. Our team is made of

industry veterans who have built several successful products for healthcare and IT, and are

now on the most meaningful mission of our lives. Collectively, we impact improvements in

care quality for millions of patients by freeing up healthcare teams from burdens of

compliance and regulations. Recently,Element5 raised $48.5 million in seed funding and

operates with offices in San Jose, California and Chennai, India.

Please visit our website at

Position Overview:

The Support Manager plays a vital role in facilitating efficient and effective technical and client

support services for the organization. This position involves direct, hands-on management of

tech and client support activities, collaborating with other internal teams and stakeholders, and

ensuring timely resolution of all production issues. The Support Manager serves as the direct

central point of contact for clients and internal teams on support-related inquiries. He acts as a

liaison between clients, technical support staff, CSMs, and other departments.

Key Responsibilities:

1. Support Management:

• Serve as the primary contact for clients seeking support and production tech issues, triage and assign support tickets to appropriate resources/teams.
• Monitor support/ticket queues and provide timely response, updates,and resolution of client inquiries and production issues.
• Coordinate and schedule support activities, handle hand-offs & meetings, and manage support roster.
• Act as the incident/fire captain in case of production incidents/fires.
• Monitor and evaluate support metrics, such as response time, resolution time, client satisfaction, and ticket volume, to identify areas for improvement.
• Build and manage the tech and client support team members.

2. Communication and Collaboration:

• Collaborate with cross-functional teams, such as technical support, delivery team, and client success to facilitate knowledge sharing, client communication and issue resolution.
• Maintain regular communication with clients, providing updates on the status of their inquiries and ensuring a high level of client satisfaction.
• Act as a liaison between clients and internal teams, conveying client feedback, needs, and expectations to relevant stakeholders.

3. Documentation and Knowledge Management:

• Maintain accurate records of client interactions, support activities, and issue resolutions in a ticketing system.
• Analyze client feedback and support data to identify trends, recurring issues, and areas for improvement, and create or update documentation for faster issue resolution.
• Create MIS presentations, reports and dashboards on production issues and client inquiries.

Qualifications and Skills:

● Expected experience: 12+ years with at least 5 years experience managing a support

team.

● Previous experience in a tech and client support or coordination or management role

within a SaaS/technology solutions team.

● Experience in handling 24/7 support and working with geographically dispersed teams.

● Excellent communication skills, both written and verbal, with the ability to articulate

technical concepts to non-technical individuals.

● Problem-solving skills and the ability to analyze information to identify root causes and

recommend appropriate solutions.

● Strong organizational and time management skills, with the ability to prioritize and

multitask effectively.

● Proficiency in using support tools and systems, such as ticketing systems, CRM

software, and knowledge bases.

● Ability to work well in a team environment, collaborating with colleagues and

stakeholders at various levels.

● Flexibility and adaptability to work in a fast-paced and dynamic environment.

● ITIL certification is a plus.

About Element5

Element5 is on a mission to transform the way post-acute care organizations work. Using AI

and RPA, we're automating complex and repetitive tasks, so teams can focus on better

patient outcomes. In short, if post-acute teams are spending too much time on administrative

work, Element5's digital assistants can take over for them.

We're fast-paced, supercharged, and moving at the speed of light. Our team is made of

industry veterans who have built several successful products for healthcare and IT, and are

now on the most meaningful mission of our lives. Collectively, we impact improvements in

care quality for millions of patients by freeing up healthcare teams from burdens of

compliance and regulations. Recently,Element5 raised $48.5 million in seed funding and

operates with offices in San Jose, California and Chennai, India.

Please visit our website at

Position Overview:

The Support Manager plays a vital role in facilitating efficient and effective technical and client

support services for the organization. This position involves direct, hands-on management of

tech and client support activities, collaborating with other internal teams and stakeholders, and

ensuring timely resolution of all production issues. The Support Manager serves as the direct

central point of contact for clients and internal teams on support-related inquiries. He acts as a

liaison between clients, technical support staff, CSMs, and other departments.

Key Responsibilities:

1. Support Management:

• Serve as the primary contact for clients seeking support and production tech issues, triage and assign support tickets to appropriate resources/teams.
• Monitor support/ticket queues and provide timely response, updates,and resolution of client inquiries and production issues.
• Coordinate and schedule support activities, handle hand-offs & meetings, and manage support roster.
• Act as the incident/fire captain in case of production incidents/fires.
• Monitor and evaluate support metrics, such as response time, resolution time, client satisfaction, and ticket volume, to identify areas for improvement.
• Build and manage the tech and client support team members.

2. Communication and Collaboration:

• Collaborate with cross-functional teams, such as technical support, delivery team, and client success to facilitate knowledge sharing, client communication and issue resolution.
• Maintain regular communication with clients, providing updates on the status of their inquiries and ensuring a high level of client satisfaction.
• Act as a liaison between clients and internal teams, conveying client feedback, needs, and expectations to relevant stakeholders.

3. Documentation and Knowledge Management:

• Maintain accurate records of client interactions, support activities, and issue resolutions in a ticketing system.
• Analyze client feedback and support data to identify trends, recurring issues, and areas for improvement, and create or update documentation for faster issue resolution.
• Create MIS presentations, reports and dashboards on production issues and client inquiries.

Qualifications and Skills:

● Expected experience: 12+ years with at least 5 years experience managing a support

team.

● Previous experience in a tech and client support or coordination or management role

within a SaaS/technology solutions team.

● Experience in handling 24/7 support and working with geographically dispersed teams.

● Excellent communication skills, both written and verbal, with the ability to articulate

technical concepts to non-technical individuals.

● Problem-solving skills and the ability to analyze information to identify root causes and

recommend appropriate solutions.

● Strong organizational and time management skills, with the ability to prioritize and

multitask effectively.

● Proficiency in using support tools and systems, such as ticketing systems, CRM

software, and knowledge bases.

● Ability to work well in a team environment, collaborating with colleagues and

stakeholders at various levels.

● Flexibility and adaptability to work in a fast-paced and dynamic environment.

● ITIL certification is a plus.

About Element5

Element5 is on a mission to transform the way post-acute care organizations work. Using AI

and RPA, we're automating complex and repetitive tasks, so teams can focus on better

patient outcomes. In short, if post-acute teams are spending too much time on administrative

work, Element5's digital assistants can take over for them.

We’re fast-paced, supercharged, and moving at the speed of light. Our team is made of

industry veterans who have built several successful products for healthcare and IT, and are

now on the most meaningful mission of our lives. Collectively, we impact improvements in

care quality for millions of patients by freeing up healthcare teams from burdens of

compliance and regulations. Recently,Element5 raised $48.5 million in seed funding and

operates with offices in San Jose, California and Chennai, India.

Please visit our website at

Position Overview:

The Support Manager plays a vital role in facilitating efficient and effective technical and client

support services for the organization. This position involves direct, hands-on management of

tech and client support activities, collaborating with other internal teams and stakeholders, and

ensuring timely resolution of all production issues. The Support Manager serves as the direct

central point of contact for clients and internal teams on support-related inquiries. He acts as a

liaison between clients, technical support staff, CSMs, and other departments.

Key Responsibilities:

1. Support Management:

• Serve as the primary contact for clients seeking support and production tech issues, triage and assign support tickets to appropriate resources/teams.
• Monitor support/ticket queues and provide timely response, updates,and resolution of client inquiries and production issues.
• Coordinate and schedule support activities, handle hand-offs & meetings, and manage support roster.
• Act as the incident/fire captain in case of production incidents/fires.
• Monitor and evaluate support metrics, such as response time, resolution time, client satisfaction, and ticket volume, to identify areas for improvement.
• Build and manage the tech and client support team members.

2. Communication and Collaboration:

• Collaborate with cross-functional teams, such as technical support, delivery team, and client success to facilitate knowledge sharing, client communication and issue resolution.
• Maintain regular communication with clients, providing updates on the status of their inquiries and ensuring a high level of client satisfaction.
• Act as a liaison between clients and internal teams, conveying client feedback, needs, and expectations to relevant stakeholders.

3. Documentation and Knowledge Management:

• Maintain accurate records of client interactions, support activities, and issue resolutions in a ticketing system.
• Analyze client feedback and support data to identify trends, recurring issues, and areas for improvement, and create or update documentation for faster issue resolution.
• Create MIS presentations, reports and dashboards on production issues and client inquiries.

Qualifications and Skills:

● Expected experience: 12+ years with at least 5 years experience managing a support

team.

● Previous experience in a tech and client support or coordination or management role

within a SaaS/technology solutions team.

● Experience in handling 24/7 support and working with geographically dispersed teams.

● Excellent communication skills, both written and verbal, with the ability to articulate

technical concepts to non-technical individuals.

● Problem-solving skills and the ability to analyze information to identify root causes and

recommend appropriate solutions.

● Strong organizational and time management skills, with the ability to prioritize and

multitask effectively.

● Proficiency in using support tools and systems, such as ticketing systems, CRM

software, and knowledge bases.

● Ability to work well in a team environment, collaborating with colleagues and

stakeholders at various levels.

● Flexibility and adaptability to work in a fast-paced and dynamic environment.

● ITIL certification is a plus.