Manager/ Sr. Manager- Support Service

About the Role

We are seeking a dynamic, customer-focused, and technically strong professional to lead our Support Operations function. This role offers an exciting opportunity to work on critical security and defense technology projects while managing AMC operations, customer support, technical service delivery, and stakeholder engagement.

The ideal candidate will play a pivotal role in ensuring customer satisfaction, operational excellence, and long-term service success across high-value projects and strategic accounts.

Key Responsibilities

• Responsible for estimating BOQ, manpower requirements, equipment needs, and overall support costs for AMC projects handled by the Service Support Team.
• Prepare and validate BOQ/BOM for Annual Maintenance Contracts /support projects.
• Lead onsite and remote technical support activities, ensuring timely resolution of customer issues and service requests.
• Provide escalation support for critical technical complaints and ensure closure within committed timelines.
• Monitor AMC performance and provide regular updates for strategically important and high-value customer accounts.
• Prepare and manage Comprehensive and Non-Comprehensive AMC contracts.
• Participate in PNC, CNC, commercial discussions, and technical negotiations with customers, consultants, and OEM partners.
• Present technical solutions for major projects and key accounts while doing/exploring new AMC business development/opportunities with optimized solutions.
• Coordinate with OEMs, principals, and vendors for repairs, replacements, warranty claims, and spare management.
• Ensure timely processing and follow-up of warranty-related repairs and replacements with OEMs.
• Organize technical training programs and capability-building initiatives for support teams.
• Prepare and submit system performance reports during warranty and post-warranty periods.
• Conduct customer review meetings and service performance discussions to strengthen client relationships and identify improvement opportunities.
• Engage from project commissioning stage to gain complete understanding of deployed solutions and ensure seamless support transition.
• Ensure complete audit and maintenance of project documentation, ITC records, handover documents, and support-related records.
• Take ownership of systems after project handover and manage the warranty-to-AMC transition process effectively.
• Drive continuous improvement in support processes, customer experience, and operational efficiency.
• Experience with ERP platforms, especially SAP Business One, will be an added advantage.

Desired Candidate Profile

Education

• B.E./B.Tech in Electronics, Electrical, Instrumentation, Telecommunication, Computer Science, or related engineering disciplines.

Experience

• 10-12 years of experience in Technical Support, Service Delivery, AMC Management, Security Systems, Surveillance Systems, ELV, Defense Electronics, or Infrastructure Projects.
• Experience handling Government & Defense customers will be highly preferred.

Key Skills

• AMC Operations & Service Management
• BOQ/BOM Preparation & Cost Estimation
• Technical Support & Troubleshooting
• Customer Relationship Management
• OEM & Vendor Coordination
• Contract Management & Negotiation
• Team Leadership & Stakeholder Management
• Project Documentation & Compliance
• SAP Business One / ERP Systems

Why Join TAK Technologies?

• Work on mission-critical Defence and Homeland Security projects.
• Opportunity to collaborate with Defence Forces, Government Agencies, and leading technology partners.
• Exposure to cutting-edge Security Technologies.
• Leadership role with significant growth and career advancement opportunities.
• High-impact position in a rapidly growing and innovation-driven organization.

If interested, please to call at 9891783123

For more information visit our company website: https://tak-technologies.com/