Technical Support Manager

Location: Bangalore / Mumbai / Gurgaon

What will you do:

• Providing technical support to field service team.

• Sustaining business growth and profitability by maximizing value.

• Analyzing customer data to improve customer experience.

• Holding product demonstrations and training for employees & customers.

How you will do it:

This role is responsible for owning end‑to‑end post‑installation customer experience by combining customer success leadership, advanced technical support, and structured capability development of service engineers for HVAC and Building Management system. The role will:

• Act as the highest-level technical escalation owner within India and point of contact for global product and tech support

• Drive system adoption, performance, and value realization for customers

• Build strong technical competency, first‑time‑fix capability, and consultative mindset within service engineers

• Improve customer satisfaction, retention, and service revenue potential

Responsibilities

1. Customer Success Leadership

• Own customer success strategy for key and strategic accounts.

• Build strong relationships with customer technical and operations leadership.

• Drive system performance improvement, reliability, and lifecycle value.

• Act as customer advocate within service, sales, and product teams.

• Review customer complaints, escalations, and VOC data to improve experience.

• Establish and track customer retention and satisfaction goals.

• Identify opportunities for service upgrades, digital services, and value‑added solutions.

2. Technical Support & Escalation Management

• Provide advanced‑level technical support to field service engineers.

• Own complex escalation management (India region and APAC coordination).

• Act as bridge with regional / global technical support teams.

• Drive root cause analysis (RCA) for repeat issues and systemic failures.

• Maintain and govern a centralized technical knowledge repository.

• Monitor technical KPIs such as TAT, FTFR, repeat calls, and aging escalations.

3. Service Engineer Technical Capability & Training

• Own end‑to‑end technical and non‑technical training strategy for service engineers.

• Design annual training calendars aligned to technology roadmap and installed base needs.

• Identify skill gaps through data (FTFR, escalations, audits, certification gaps).

• Conduct advanced technical, troubleshooting, digital, and customer‑handling trainings.

• Support structured onboarding for new engineers.

• Drive development of a multi‑level skill matrix and certification framework.

4. Training Content & Knowledge Development

• Create and govern training content:

  • Technical manuals

  • Troubleshooting guides

  • Job aids and checklists

  • Videos and digital learning modules

• Partner with Product, Digital, and Global teams to localize content.

• Ensure training content translates into field application and outcomes.

Key Accountability Results (KARs)

A. Engineer Technical Capability & Productivity

• Improve First‑Time Fix Rate (FTFR) by X% YoY.

• Reduce repeat service calls by X%.

• Achieve 100% role‑based skill matrix coverage for service engineers.

• Increase advanced certification rate among engineers.

• Reduce average mean time to resolve (MTTR) complex issues.

• Increase field adoption of knowledge tools and troubleshooting guides.

B. Customer Satisfaction & Retention

• Improve CSAT / NPS score by X points YoY.

• Reduce customer escalations by X%.

• Improve closure quality score for complaints and escalations.

• Deliver customer technical training and system optimization sessions for top key accounts.

• Improve contract renewal and churn metrics through proactive customer success actions.

C. Technical Support Excellence

• Maintain defined TAT for technical escalations (L2/L3).

• Reduce recurrence of top 10 technical issues through RCA‑based actions.

• Establish and maintain a single source of truth technical knowledge base.

• Improve collaboration effectiveness with APAC / Global support teams.

D. Training Effectiveness & Adoption

• Achieve ≥85% training effectiveness score (assessment + field performance data).

• Ensure 100% training coverage for planned programs.

• Demonstrate measurable improvement in field KPIs post‑training.

• Launch digital / blended learning modules with high adoption.

Requirements and skills

• Bachelor’s degree / Diploma in Engineering (Mechanical, Instrumentation, Electronics, Electrical).

• 10–15+ years’ experience in:

  • HVAC and / or Integrated Building Management Systems

  • Technical Support / Field Service / Customer Success

• Strong experience in:

  • Escalation management

  • Technical troubleshooting

  • Customer‑facing roles

• Training delivery and capability‑building experience preferred.

• Exposure to digital services, networking, cybersecurity is an advantage.

• Business / management certification is a plus.