Technical Support Manager Graduate Jobs in Nashik

Key ResponsibilitiesL1/L2 Technical Troubleshooting: Diagnose, isolate, and resolve client-facing problems related to platform access, software installation, configurations, API integrations, and user credential management.Ticketing & Lifecycle Management: Log, prioritize, and track all incoming technical support issues using enterprise desk software (e.g., Jira Service Management, Zendesk, ServiceNow). Ensure strict adherence to predefined Service Level Agreements (SLAs).Root-Cause Documentation: Collect systematic logs, screenshots, and step-by-step reproduction flows for recurring glitches; update internal technical databases to speed up future resolutions.Strategic Escalation Coordination: When bugs require deep code rewrites or database modifications, compile complete technical summaries and seamlessly transfer the ticket to L3 senior systems analysts or product engineering wings.Customer Onboarding Assistance: Guide technical administrators at client firms through the initial setup phases, remote software deployments, firewall modifications, and configuration adjustments.Knowledge Base Expansion: Author clear, accessible user guides, FAQs, and step-by-step documentation to empower customers to self-solve common technical questions.

Role Summary;The Technical Support Manager will be responsible for leading the technical service andsupport function for customers, distributors, and internal teams. This role ensures quickresolution of product issues, preventive maintenance support, troubleshooting, andcoordination with production and quality departments to continuously improve productperformance.Key Responsibilities Respond to customer queries via phone, email, and onsite visits (when required). Diagnose and troubleshoot mechanical / electrical / product-related issues. Guide customers through installation, operation, and basic maintenance procedures. Coordinate with internal service/production teams to resolve issues efficiently. Register service requests, log complaints, track pending calls, and ensure timelyclosure. Provide after-sales support including warranty claims and spare part requests. Maintain daily/weekly service reports and customer feedback records. Train customers and distributors on product usage and safety practices. Communicate recurring issues to R&D/production team for product improvement. Maintain strong relationships with dealers, distributors, and end customers.Required Skills & Qualifications: Diploma / BE in Mechanical / Electrical / Electronics / Mechatronics (preferred). 26 years of experience in technical support / after-sales service / customer supportin manufacturing or industrial products. Strong troubleshooting, problem-solving, and analytical skills. Good communication skills in English and local language. Ability to handle customer escalations with patience and professionalism. Willing to travel to customer sites when needed.Personal Attributes Customer-first mindset Strong leadership and mentoring ability Analytical approach to problem-solving Ability to handle pressure and manage escalations professionally