Senior Operations Executive

Job Description

The Operations Executive will be responsible for managing customers and support technicians to ensure seamless operation and customer satisfaction for VTS (Vehicle Tracking Systems) services. The ideal candidate will play a key role in maintaining client relations, planning and coordinating technical support, and overseeing installation and maintenance activities. Key Responsibilities: Manage and direct the customer service field team/support technicians in responding to customer calls and complaints in a professional manner. Coordinate with clients, production, sales & marketing, billing, store, despatch teams, and management to ensure a smooth flow of operations. Actively monitor VTS devices through dashboards, MIS, and web applications. Plan and organize new installations and maintenance of faulty VTS devices. Implement installation and maintenance schedules and drive compliance across the field support team. Lead and manage a team of onsite and offsite customer support field technicians. Conduct customer training sessions on VTS front-end operations, including report generation. Perform GPS data analysis to support operational improvements. Arrange and prepare billing data for the billing department. Regularly update information systems and maintain accurate records. Provide detailed progress/status reports to customers and other relevant stakeholders. Perform other duties related to VTS operations as required. Essential Skills: Skilled in managing customer interactions and resolving inquiries. Proven experience of at least 2 years in leading a team of customer support technicians, especially in electronics (UPS, Inverter, Printer, Copier) or consumer durables (AC, Water Purifier, Refrigeration). Strong skills in planning and coordinating field activities and installations. Excellent verbal and written communication abilities. Proactive approach to identifying issues and implementing effective solutions. Ability to work efficiently under pressure and manage multiple tasks. Expertise in MS Word, Excel, and Google Maps. If you are an experienced team leader with a strong background in customer support and field service management, particularly within the electronics or consumer durables industry, we invite you to apply for this dynamic role.