Seeking a dedicated Manager for Customer Support at one of India's leading analytical services companies, focusing on high-tech instruments servicing and customer satisfaction.

About the Company

Toshvin Analytical is renowned for providing exemplary instrumentation services across India. The company is dedicated to helping businesses grow through quality customer service and innovative solutions. With a team of experienced professionals, Toshvin Analytical believes in fostering a workplace where opportunity meets growth. Their focus is on nurturing committed individuals who are passionate about delivering high-quality service.

Role Overview

We are looking for a Manager for Customer Support who will play a pivotal role in ensuring customer satisfaction and efficient service delivery of high-tech analytical instruments. The successful candidate will be responsible for field servicing and technical support, ensuring that all products operate effectively and meet our clients' needs. This role is critical to maintain our reputation as a trusted partner in the analytical services industry.

Key Responsibilities

• Oversee the field servicing of high-tech analytical instruments, including but not limited to Gas Chromatographs (GC), GC-Mass Spectrometers, UV-Visible spectrophotometers, Fourier Transform Infrared Spectroscopy (FTIR), and Atomic Absorption Spectroscopy (AAS).
• Handle onsite installation, commissioning of hardware/software products at customer sites, ensuring seamless integration and function.
• Serve as the primary customer contact for routine technical, application, and service-related inquiries, diagnosing and resolving product performance issues rapidly.
• Proactively monitor instrument performance and respond to potential issues to avert service interruptions. Communicate unresolved issues to higher management effectively.
• Administer customer training on operating instruments and adherence to service-related practices.
• Provide analysis on product failure trends and serviceability issues to inform product improvements.
• Train and mentor junior field engineers, sharing knowledge and technical skills.
• Travel as required to address customer needs and ensure satisfaction and service income generation.

Tech Stack

• High-Tech Analytical Instruments (GC, GC-MS, UV-Vis, FTIR, AAS).
• Software systems for installation and commissioning of instruments.
• Technical communication tools for customer interaction and support.

• 8-12 years of experience in the Analytical Service Industry.
• Diploma in Electronics/Instrumentation or MSc in Electronics.
• Preferably a BE holders in Electrical/Electronics/Electronics & Communication/Instrumentation Engineering.
• Strong verbal and written communication skills (preferred language – English).
• Sound technical knowledge in field servicing of high-tech analytical instruments.
• Experience in team handling preferred.
• Willingness to travel extensively for work.
• Strong commitment to customer satisfaction and problem-solving.

• Opportunity for career growth in a leading instrumentation company.
• Exposure to advanced analytical technology.
• Dynamic work environment with experienced professionals.