Join a leading analytical service company as a Manager of Customer Support, responsible for field servicing of high-tech analytical instruments.

About the Company

Toshvin Analytical is a premier player in the instrumentation sector in India, dedicated to providing top-quality services to clients and facilitating business growth. The organization boasts a team of highly experienced professionals who are passionate about their work and committed to customer satisfaction. At Toshvin Analytical, opportunity meets growth, making it an ideal place for motivated individuals looking to establish a long-term career in the analytical service industry.

Role Overview

We are seeking a seasoned Manager of Customer Support to oversee and enhance our customer service operations in the analytical service landscape. The ideal candidate will bring 8 to 12 years of relevant experience, particularly in the field of analytical instruments. This role is vital for ensuring customer satisfaction and the operational success of our high-tech instruments in various industry applications.

Key Responsibilities

• Responsible for field servicing of advanced analytical instruments including Gas Chromatographs (GC), GC-MS, UV-Vis, FTIR, and AAS Spectrophotometers.
• Oversee onsite installation and commissioning of hardware/software products at customer locations.
• Serve as a primary contact for customers, handling routine technical, application, and service-related inquiries.
• Diagnose product performance issues and resolve them proactively to prevent service interruptions.
• Communicate and escalate complex problems to senior management effectively.
• Adhere to documented practices and policies for customer training, instrument operation, and service tasks.
• Analyze trends in product failures and serviceability, providing insights to assist upper management.
• Conduct training sessions for junior field engineers and customers.
• Travel as required across regions to meet customer needs.
• Ensure high levels of customer satisfaction and contribute to service and spare income generation.

Tech Stack

• High-tech analytical instruments (GC, GC-MS, UV-Vis, FTIR, AAS Spectrophotometers)
• Software and hardware products related to analytical instrumentation

Salary: I estimate the salary for this position to be in the range of ₹80,000 - ₹1,20,000 per month, depending on the candidate's experience and qualifications.

• 8-12 years of experience in the Analytical Service Industry
• Minimum qualification: Diploma in Electronics/Instrumentation or MSc in Electronics
• Preferred qualification: B.E. in Electrical/Electronics/Electronics & Communication/Instrumentation Engineering
• Excellent verbal and written communication skills (Preferred language: English)
• Willingness to travel extensively
• Strong technical knowledge in field servicing of high-tech analytical instruments
• Experience in team management or team handling is an advantage

• Opportunity to work with a leading instrumentation company
• Career growth in a dynamic work environment
• Competitive salary package
• Travel opportunities
• Comprehensive training and development programs
• Employee-friendly policies and work culture