Customer Service Manager

Company Description Minimac Systems Pvt. Ltd. is a deep-tech engineering company focused on industrial reliability and lubricant circularity. Founded in 2012, the company designs equipment, services, and technologies that extend oil and asset life, reduce maintenance costs, and keep resources in use. Its offerings include oil purification, filtration, dehydration, flushing, testing, OEM filter replacements, technical consulting, training, and operations & maintenance services for a wide range of industrial oils and fire-resistant fluids. By integrating Industrial IoT and AI, Minimac supports condition-based maintenance and data-driven decisions for oil health and equipment performance across Asia, the Middle East, the Caspian region, North Africa, and Australia. Guided by a mission to decarbonize the lubricant lifecycle and values such as customer joy, integrity, innovation, people empowerment, and ESG enablement, Minimac focuses on discerning customer challenges, designing practical solutions, and delivering reliable outcomes.

Role Description This full-time, on-site Customer Service Manager role is based in the Pune/Pimpri-Chinchwad area. The Customer Service Manager will lead and mentor the customer service team, ensuring high-quality support and timely resolution of customer inquiries, issues, and service requests. Day-to-day responsibilities include managing customer communication channels, monitoring service performance metrics, and implementing strategies to improve customer satisfaction and retention. The role involves collaborating with sales, operations, and technical teams to address complex service needs, support project execution, and gather feedback for continuous improvement. The Customer Service Manager will also develop and refine customer service processes, maintain documentation, and contribute to a customer-centric culture aligned with the company’s values.

Qualifications

• Strong customer-focused skills, including Customer Satisfaction, Customer Service Management, and Customer Support.
• Effective Communication abilities, both written and verbal, with a professional and empathetic approach to customer interactions.
• Solid Analytical Skills to interpret service metrics, identify trends, and recommend data-driven improvements.
• Experience in managing customer service teams or operations in industrial, engineering, or B2B environments.
• Proficiency with CRM or service management tools and basic office productivity software.
• Demonstrated ability to handle escalations, prioritize tasks, and manage multiple stakeholders.
• Bachelor’s degree in engineering, business, or a related field; an MBA or equivalent qualification is an advantage.
• Comfort working on-site in industrial settings, with a commitment to safety, quality, and continuous improvement.