6,179 Technical Support Manager jobs in India

Overview

Summary

The Operations Manager is responsible for supporting the governance and business operations of the C1 Services Organization. Includes oversight of Services Practices, Delivery, Finance, and Talent Management. Direct responsibility for governance, business planning and Practice Reporting. Works collaboratively with the Shared Services teams and the Sales teams to achieve C1 goals and objectives.

Responsibilities

Essential Functions

Qualifications

Required Qualifications

Desired/Preferred Qualifications

Additional Information

C1 BENEFITS

* 401(k) Plan (35% employer match per dollar up to 10% employee contribution)
* Medical Coverage (3 platforms: UnitedHealthcare, Reference Based Pricing includes comprehensive member advocacy; and Kaiser)
* HSA with + Employer Contribution
* In-vitro Fertility (treatment coverage)
* Dental
* Vision (2 plans: 12-month and 24-month frames allowance)
* FSA Plans (Healthcare, Dependent care and Limited Purpose)
* Pre-tax Commuter Plans
* Employer-paid Life Insurance
* Employer-paid Short + Term Disability
* Long Term Disability (2 plans: Employer-paid and Self-paid with non-taxable claim payments)

* Paid Parental Leave (4 weeks at 100%)
* Employee Assistance Plan
* Voluntary Life Insurance
* Legal/ID Theft Plans
* TeleHealth

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

Ready to Join Us?

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Roles & Responsibilities:

• Managing a team of Support Engineers of D365 CE and FnO application expertise .
• Operating the support function and helping the business with resolution of supports tickets within SLAs.
• The position act as the first point of escalation when the issues breached SLAs or any outages occur.
• Manage 2-5 short term projects spanning from 1 Month to 6 months.
• Managing a maintenance team fixing the bugs and technical debt issues.

What you ll do as the Technical Support Manager- D365 :

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Experience working with Dynamics 365 Finance and Operations and/or CE, either as end user or support role or a developer role.
• Experience working in order -to-cash, Procure-to-pay is required. Mostly knowledgeable in one or more areas like : Sales order, Pricing, Finance O2C , P2P, Tax.
• Troubleshooting skills - Ability to assess and apply what they have learned in one issue to another issue, attention to details is very important.
• Governing the support playbook and always looking for improvements in automation and preventing the issue occurrence.
• Ability to develop new runbooks or change the process based on data driven decisions.
• Ensure the quality checks on knowledgebase articles for use in future activities, quality check on ticket closure.
• Good understanding of key support metrics to measure and KPIs.
• Intermediate to advanced SQL skills for writing queries
• Good at learning business processes and application functionality
• Good/ Moderate proficiency in D365 F&O and CE modules
• Record and resolve support issues and escalate as required.
• Perform detailed RCAs on critical issues.
• Run scrum meetings and deliver high quality fixes with effective sprint planning .

What you will bring to the team:

• BE/BS or MS in Computer Science or equivalent fields.
• 10-15 years of overall experience
• 5 + years D365 user or as a support role.
• 5 + years of experience managing a team of 10+ members and team player.
• Fast learner and good problem-solving skills
• Good oral and written communication skills
• Ability to manage multiple users and systems across multiple geographies.
• Background in D365 F&O and CE preferred

Riverbed. Empower the Experience

Riverbed, the leader in AI observability, helps organizations optimize their user’s experiences by leveraging AI automation for the prevention, identification, and resolution of IT issues. With over 20 years of experience in data collection and AI and machine learning, Riverbed’s open and AI-powered observability platform and solutions optimize digital experiences and greatly improves IT efficiency. Riverbed also offers industry-leading Acceleration solutions that provide fast, agile, secure acceleration of any app, over any network, to users anywhere. Together with our thousands of market-leading customers globally – including 95% of the FORTUNE 100 – we are empowering next-generation digital experiences.

Position

Responsible for a team of Escalation Engineers delivering remote support to Riverbed customers and partners. Ability to work under pressure, often against contractual or customer driven expectation SLA’s, to ensure a ‘right eyes’ principle is delivered from within the team. Whilst the role is primarily managerial, the need for a strong technical understanding of leading IT technologies is essential. Demonstrable people, process and performance management experience is a requisite.

Riverbed’s purpose is “Advancing the Human Experience in the Digital World”. This role will deliver that goal via the successful day-to-day management of a team of technical engineers delivering customer success to partners and customers of Riverbed.

What you will do

What makes you an ideal candidate

What we offer

Our employee benefits including flexible workplace policies, employee resource groups, learning and development resources, career progression pathways, and community engagement initiatives are some of the reasons why we have had great success in bringing in new talent. In addition, our global employee wellness programs are crafted to support the physical, emotional, and financial well-being of our employees. 

Benefits & Perks vary by Country. 

About Riverbed

With a 20-year history of innovation, Riverbed is agile, yet proven, and we are disrupting the market with differentiated solutions that enable our customers to deliver secure, seamless digital experiences and accelerate enterprise performance While we are a ‘customer-first’ company, we are all about our people with a shared commitment to creating a global impact. We bring our best selves to work and pursue excellence, trust, and respect for one another. We welcome and encourage transparency and open communication throughout the company. We strive to be an inclusive, fair, and enjoyable workplace for our people globally and care about their wellbeing. We are committed to our people, partners, and customers while supporting the communities where we work and live. It’s the Power of WE that binds us together.

Job Title: Technical Support Manager to Director

Description: We are seeking a Technical Support Manager to Director to join our team and oversee all technical support operations. The ideal candidate will have a strong background in Autocadd, plant activity management, and coordination with the director. This role requires a hands-on approach to managing all plant activities and ensuring smooth communication with the director to achieve operational excellence.

• Manage all plant activity and operations effectively.
li>Coordinate with the director to align technical support goals with the company's objectives.
• Provide technical support and guidance to the team.
• Ensure all technical support activities meet quality standards and deadlines.
• Implement best practices for Autocadd and MS Office usage.

• Bachelor's degree in a relevant field (Engineering, IT, or related discipline).
• Proven experience in technical support management.
• Strong knowledge of Autocadd and MS Office applications.
• Excellent communication and leadership skills.
• Ability to multitask and prioritize workload effectively.

• Autocadd
• MS Office
• Plant Activity Management
• Team Coordination
• Quality Standards

• Manage and lead a remote customer support team, including hiring, training, coaching, and performance management.
• Develop and implement effective customer support strategies and policies to enhance customer satisfaction and retention.
• Oversee the daily operations of the support desk, ensuring timely and effective resolution of customer inquiries and technical issues.
• Monitor key performance metrics (e.g., response time, resolution time, customer satisfaction scores) and identify areas for improvement.
• Ensure that support staff are well-trained on products, services, and support tools.
• Collaborate with product and engineering teams to provide feedback on common issues and potential product enhancements.
• Manage customer escalations and ensure satisfactory resolutions are achieved.
• Develop and maintain knowledge base articles, FAQs, and support documentation.
• Implement and optimize customer support tools and technologies (e.g., ticketing systems, chat platforms).
• Analyze customer feedback and support data to identify trends and proactively address potential issues.
• Foster a customer-centric culture within the support team and the wider organization.
• Prepare regular reports on support team performance and customer satisfaction.
• Manage the support budget and ensure efficient resource allocation.

• Bachelor's degree in Business Administration, Information Technology, or a related field.
• Minimum of 4-6 years of experience in customer support or technical assistance roles, with at least 2 years in a management or supervisory capacity.
• Proven experience in managing remote support teams.
• Strong understanding of customer support principles, tools, and best practices.
• Excellent leadership, communication, and problem-solving skills.
• Experience with help desk software and CRM systems.
• Ability to analyze data and metrics to drive improvements.
• Strong technical aptitude and ability to understand complex technical issues.
• Customer-focused mindset with a passion for delivering exceptional service.
• Ability to manage multiple priorities in a fast-paced environment.