Senior Executive - Customer Support (Large Format Printers)

About the Role

We are seeking a Senior Executive for Customer Support to manage service and support operations for Large Format Printers (LFP) and related IT peripherals. This role involves overseeing service center activities, coordinating with partners, and ensuring high-quality technical support for our clients. You will be instrumental in diagnosing and resolving technical issues, maintaining service records, and collaborating with sales teams to enhance customer satisfaction and achieve business goals.

Key Responsibilities

• Oversee and execute service and support functions for Large Format Printers (LFP) within designated territories.
• Directly manage the operations of service centers and liaise effectively with service partners.
• Perform technical diagnostics and resolve complex issues concerning printers, scanners, projectors, and various IT peripherals.
• Deliver expert technical assistance and guidance to customers, sales partners, and internal teams.
• Continuously monitor the quality of services provided, ensuring prompt and effective resolution of all issues.
• Maintain accurate and up-to-date service records and generate comprehensive reports utilizing CRM systems and Microsoft Excel.
• Collaborate closely with sales departments to elevate the customer experience and contribute to overarching business objectives.

Desired Skills and Qualifications

• Proficiency in diagnosing and resolving technical hardware issues.
• Demonstrated experience in managing service operations and providing excellent customer support.
• Solid comprehension of IT products and peripheral devices.
• Practical experience with CRM applications and advanced skills in MS Excel.
• Exceptional communication and interpersonal abilities.

Additional Information

This is a full-time, onsite position based in Bengaluru, India. The company is a CMM Level 5 IT company.