Customer Service Manager

About Company:

We are proud to introduce our company and showcase the wide array of solutions we bring to our customers.

Since 1997, Lubi Electronics has been a driving force in empowering industries with Next-Generation solutions, helping businesses stay ahead of modern challenges and achieve long-term success.

• Our Automation Systems are designed to enhance productivity, streamline processes, and deliver smart solutions that drive operational efficiency.
• In the renewable energy sector, our Advanced Solar Technologies support sustainability through customized EPC solutions.
• Our Reliable Control Panels ensure operational stability, precision, and durability across a wide range of industrial applications.

Our Legacy & National Footprint:

• With 25+ years of experience, we have built a legacy of excellence by continuously adapting to evolving market needs.
• Aligned with our tagline “Automation for a Connected World”, we collaborate with 25+ Global Brands to enable seamless connectivity and smarter operations.
• Headquartered in Ahmedabad, we have a strong PAN India presence across 25 states and 4 Union Territories, supported by 10 branch offices and service centers.
• Our strong focus on Repair & Service Support ensures world-class solutions that meet global quality standards.
• We are committed to helping industries grow sustainably in a rapidly evolving world.

Discover more about our product line and services by visiting www.lubielectronics.com or write to us at [email protected].

Customer Service Manager

Lubi Electronics is looking for an experienced Customer Service Manager to lead and manage our centralized after-sales support operations for Industrial Automation and Electronics products.

The role is responsible for ensuring high customer satisfaction through effective service coordination, CRM and ticket management, SLA compliance, customer escalation handling, and continuous process improvement. The ideal candidate will work closely with Sales, Service Engineers, Product Teams, and Branch Offices to deliver an exceptional customer experience.

Education Required

• Bachelor's Degree in Engineering, Commerce, Management, or equivalent.
• MBA or Customer Service Certification will be an added advantage.

Job Details

• No. of Vacancies: 01
• Employment Type: Full-time
• Location: Ahmedabad
• Experience: 5–8 Years

Key Responsibilities

• Manage end-to-end customer support and after-sales service operations.
• Oversee CRM and service ticket management, ensuring timely resolution within SLA.
• Handle customer escalations and ensure prompt issue resolution.
• Coordinate with Service Engineers, Branch Offices, Sales, and Product Teams for seamless service delivery.
• Monitor service performance, ticket ageing, and customer satisfaction.
• Prepare weekly and monthly MIS reports, dashboards, and service KPIs.
• Drive process improvements and implement best practices to enhance service efficiency.

Required Skills

• Customer Service & After-Sales Support
• CRM & Ticket Management Systems
• SLA & Escalation Management
• Customer Relationship Management
• Strong Communication & Stakeholder Management
• Analytical & Problem-Solving Skills
• Advanced Microsoft Excel and Reporting Tools

Preferred Industry Experience

• Industrial Automation
• Electrical Products
• Electronics Manufacturing
• Drives, Motion Control & Process Automation

Preferred Product Knowledge

• AC Drives & Servo Systems
• PLC & HMI
• Motion Controllers
• Sensors & Instrumentation
• Industrial Networking
• Vision Systems
• Solar Products
• Industrial Computing Solutions

Key Performance Indicators (KPIs)

• SLA Compliance
• Customer Satisfaction (CSAT)
• Average Ticket Resolution Time
• Ticket Closure Efficiency
• Escalation Reduction
• Service Process Improvements