Assistant Manager-Customer Support

Job Title: Asst Manager – Customer Support & Aftermarket.

Internal Description Header

Ingersol Rand is a Fortune 500 company with a passion for making life better. We do this by living our values, and through a relentless focus on the success of our customers and partnering with our employees to think and act like owners. We believe in sustainability through the development and distribution of a broad range of global brands designated to meet the needs of our customers in both efficient and responsible ways. Ingersol Rand is a diverse and inclusive environment. For more information visit: WWW.irco.com

Internal Job Description:

Job Title                           : Asst Manager – Customer Support & Aftermarket

Location                          : Delhi NCR

About us

Ingersoll Rand is committed to achieving work force diversity reflective of our communities. We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical and mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation or any other characteristics protected by applicable laws, regulations and ordinance.

Position Title: Assistant Manager – Customer Support & Aftermarket

Function: Customer Support / Aftermarket
Reporting To: Head – Customer Support & Aftermarket

Job Overview:

The Assistant Manager – Customer Support & Aftermarket is responsible for managing field service operations, customer complaint resolution, preventive maintenance programs, aftermarket revenue generation, and warranty claim processing. This role ensures high levels of customer satisfaction, compliance with service protocols, effective coordination with internal stakeholders, and continuous improvement of products and service processes.

Key Responsibilities:

Customer Service & Field Support

• Execute site visits to diagnose, resolve, and close customer product complaints in line with service standards and customer expectations.
• Perform erection, commissioning, and product proving at customer sites to ensure operational readiness and acceptance.
• Prepare and submit periodic service activity reports (weekly and monthly), including service plans, to the reporting manager.
• Provide technical guidance and service direction to channel partners to ensure consistent and high‑quality customer support delivery.

Preventive Maintenance & Annual Maintenance Contracts (AMC)

• Develop and implement preventive health check‑up and AMC plans for the assigned region.
• Identify AMC opportunities, prepare service proposals, negotiate commercial terms, and secure AMC orders from customers.
• Conduct preventive health check‑ups at customer sites in accordance with approved company protocols.
• Execute scheduled AMC service visits and complete service documentation and reporting as per standard procedures.
• Supervise and monitor service activities performed by distributor service engineers to ensure compliance and effectiveness.

Aftermarket Revenue Generation

• Drive spare parts sales through customer visits, preventive maintenance activities, and proactive service engagement.
• Generate service revenue through commissioning support, AMCs, preventive health check‑ups, and value‑added service offerings.

Warranty & Complaint Management

• Register, analyze, and document customer complaints and site findings through QRMS and Zendesk platforms.
• Coordinate with Customer Experience, Quality, Engineering, and cross‑functional teams to support structured failure analysis and corrective actions.
• Ensure timely processing of warranty claims and closing customer complaints within defined service level agreements (SLAs).
• Ensure proper and timely return of failed components to the factory for detailed failure analysis.

Continuous Improvement, Safety & Asset Management

• Provide systematic technical feedback to support product enhancement and process improvement initiatives.
• Comply with organizational EHS policies and promote safe practices during all field and service activities.
• Submit Kaizen and continuous improvement ideas in line with organizational timelines and guidelines.
• Maintain service tools, gauges, training equipment, and other CAPEX assets in serviceable and calibrated condition.

Candidate Requirements:

• Diploma in Mechanical / Electrical / Industrial Engineering or relevant technical discipline.
• 12 years of experience in field service, customer support, or aftermarket operations in a manufacturing or industrial environment.
• Proven experience in commissioning, troubleshooting, preventive maintenance, and warranty handling.
• Exposure to service management systems, complaint management tools, and cross‑functional coordination.
• Willingness to travel extensively within the assigned territory.

Core Competencies:

• Customer orientation and service excellence
• Technical problem‑solving and analytical skills
• Aftermarket and service revenue acumen
• Planning, execution, and compliance orientation
• Cross‑functional collaboration
• Continuous improvement and Kaizen mindset
• Safety, quality, and process discipline

Preferences:

• Experience working with distributors, dealers, or service partners
• Multilingual – Hindi & English
• Familiarity with QRMS, Zendesk, or similar digital complaint management platforms
• Prior exposure to industrial equipment, automotive, or heavy engineering industries
• Certification or practical exposure to quality tools and continuous improvement methodologies.

What we offer

• We are all the owners of the company! Stock options (Employee Ownership program) that align with the company’s success.
• Yearly performance - based bonus, rewarding your hard work and dedication.
• Leave encashment
• Maternity / paternity leaves
• Employee Health covered medical, group term life & Accidental insurance.
• Employee Assistance Program.
• Employee Development with LinkedIn learning
• Employee recognition and via awardco
• Collaborative, multicultural work environment with a team of dedicated professionals fostering innovation and teamwork.