Vadodara, Gujarat - Customer Success Lead – Electronics - Technical Support and Customer Relations

Job Title: Techno-Commercial Lead - Technical Escalation & Customer Relations

Location: Vadodara, Gujarat (Extensive Pan - India Travel)

Experience: 2 to 3 Year Experience

Employment Type: Full-time

About Smart Node:

Smart Node is one of India’s leading brands in wireless home automation, transforming homes, offices, and hotels into smart spaces. With over 8 years of innovation, we are on a mission to simplify lives through cutting-edge automation technology made in India.

Join our passionate and fast-growing team to be part of the next big revolution in smart living.

About the Role:

We are looking for a dynamic and execution-focused Field Marketing Manager who can drive ground-level marketing activities across multiple cities and regions. This role requires extensive travel and close collaboration with sales teams, channel partners, dealers, architects, and marketing stakeholders. The ideal candidate should have hands-on experience in dealer activations, trade marketing, exhibitions, retailer branding, and regional marketing campaigns.

Key Responsibilities:

Technical Escalation Support

• Act as the next level of technical escalation for issues that the Support Team cannot resolve.

• Provide hands-on troubleshooting support for complex or recurring technical issues.

• Coordinate with the Support Team on case progress, sharing technical knowledge and best practices.

• Contribute towards building of product knowledge base.

Customer Relationship Management

• Serve as the primary point of contact for end-customer concerns, communicating in the customer's regional language.

• Manage customer expectations, sentiment, and overall relationship during issue resolution.

• Build trust and long-term relationships with key customers and channel partners.

Reporting & Coordination

• Maintain accurate records of cases, communications, and resolutions.

• Daily, Weekly and Monthly Reports for Production and Engineering Team

• Improve CRM Structure for Support and Partner

R&D Coordination & Follow-UP

• Identify product-related issues raised by customers or the Support Team and escalate them to R&D with clear technical context.

• Track open cases with R&D and ensure timely follow-up until closure

• Act as the accountable bridge between customers and R&D for product-side issues.

• Share recurring field issues and customer feedback with R&D to support product improvement.

Required Skills & Qualifications:

• 2–3 years of experience in technical support, customer success, or a techno-commercial role.

• Working technical understanding of the product/domain (electronics / IoT / industrial products – specify as applicable).

• Strong communication skills in the Gujarati, Hindi and English.

• Ability to manage customer relationships with patience, empathy, and professionalism.

• Comfortable coordinating with internal technical/engineering teams and following up persistently to closure.

• Good documentation habits and attention to detail.

• Bachelor's degree in Electronics and Communication, Electrical or equivalent practical experience.

Why Join Us?

· Be part of a fast-growing, innovation-driven smart automation company

· Flexible, remote-first work culture

· Attractive fixed salary + performance-based incentives

· Exposure to premium residential and commercial projects

· Opportunity to build your personal brand in the smart home technology space

https://smartnode.in/