Job Title: Technical Support Manager - ENOX  

Division/Company/Entity:  ENOX

Location: Mumbai

Department: Sales Support 

Reports to: Director & Head of ENOX

Does this job have supervisory responsibilities? : Yes

Position Summary  

The Technical Support Manager is responsible for overseeing end-to-end service operations for the ENOX hardware portfolio. This role serves as the central coordination point between customers, dealers, field technicians, and internal teams — ensuring timely issue resolution, high customer satisfaction, and continuous product quality improvement. The incumbent will also drive product training initiatives, manage material return workflows, and generate field insights to support product and supply chain decision-making.

Roles and Responsibilities: 

1. Customer Support & Centralized Communication

• Manage end-to-end customer support for ENOX hardware across dealers, customers, sales teams, and field technicians.
• Address and resolve customer complaints in a timely and effective manner.
• Validate and process product replacements for genuine cases, ensuring appropriate resolutions.
• Maintain consistent communication and a high level of customer satisfaction across all touchpoints.

2. Field Technician Coordination

• Allocate service tasks to field technicians based on priority and urgency.
• Monitor technician site visits and ensure issues are resolved within agreed timelines.
• Maintain accurate records of site visits, service actions taken, and customer feedback received.

3. Technical Guidance & Issue Resolution

• Provide technical guidance and product support to customers and field teams.
• Enable remote troubleshooting and guide technicians through on-site interventions.
• Escalate critical or recurring issues to the Product Manager and SCM team with structured documentation.
• Contribute to product improvement initiatives through field insights and structured feedback loops.

4. Product Training & Sales Support

• Design and deliver structured product training sessions for sales teams, technicians, and dealer partners.
• Support sales activities by demonstrating product features and best installation practices.

5. Reporting & Data Management

• Maintain comprehensive records of service activities including technician visits, complaints, spare part usage, and product failures.
• Generate actionable insights and periodic reports to support decision-making by SCM and Product teams.
• To coordinate with Director Products and Director SCM for smooth functioning of business need time to time

6. Quality Improvement Contribution

• Analyze recurring service issues to identify root causes, failure trends, and systemic gaps.
• Recommend corrective and preventive actions (CAPA) to enhance product quality and field performance.

7. Material Return Management

• Ensure timely return of materials and faulty parts to the warehouse following service interventions.
• Coordinate with field technicians and relevant stakeholders for material collection and dispatch.
• Track issued and returned materials to maintain accurate inventory records and accountability.

Skills & competencies 

• Proficient in MS Office Suite; able to read and interpret technical drawings and product manuals.
• Familiar with CRM or service management tools for complaint tracking.
• Strong analytical, problem-solving, and attention to detail.
• Effective communicator across technical and non-technical audiences.
• Self-motivated with ability to work independently and lead field technicians.
• Customer-first mindset with composure under escalation pressure..

Education Qualification & Experience required: 

• Bachelor's degree in Engineering – Mechanical or Electronics (required).
• 8 – 12 years of experience in a relevant technical service, after-sales support, or field operations role.
• Prior experience in hardware, building products, access solutions, or a related manufacturing industry preferred.
• Willingness to travel as required by project and business needs.

Note: This job description is not intended to be an all-inclusive list of duties and responsibilities. Rather, it is intended only to describe the general nature of the job. Employee may be expected to perform other related duties as required to meet the ongoing needs of the organization.

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