<div>Growloc Private Limited is a leading Agri-tech company in India specializing in IoT solutions for farm management. We empower farmers with innovative technology to optimize resource usage, improve yields, and ensure consistent quality produce. Backed by a team of passionate individuals, Growloc Private Limited is committed to creating a more sustainable and productive future for Indian agriculture.&nbsp;</div><div> </div>

Growloc Private Limited

Job Title: Customer Success &amp; Service Spacialist – (IoT &amp; Automation) Experience: 06 Months–1 year
Company Overview:
Growloc Private Limited is a leading Agri-tech company in India, specialising in IoT solutions for farm management. We empower farmers with innovative technology to optimise resource usage, improve yields, and ensure consistent quality produce. Backed by a team of passionate individuals, Growloc Private Limited is committed to creating a more sustainable and productive future for Indian agriculture.
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Position overview&nbsp;
We are looking for a&nbsp;Customer Success &amp; Service&nbsp;Lead – Automation Systems&nbsp;to own the&nbsp;post‑sales&nbsp;journey for our farm automation customers. This role will be the primary bridge between customers, customer service, technical teams, and operations, ensuring high system uptime, strong adoption, and&nbsp;an excellent&nbsp;customer experience across all automation deployments.&nbsp;
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About the role&nbsp;
The role combines&nbsp;customer success, service operations, and light product thinking&nbsp;for our IoT/automation solutions. You will design and run ticketing and service processes, manage SLAs, coordinate field service, and drive customer onboarding and&nbsp;trainings, while continuously improving our SOPs and internal workflows.&nbsp; It is a&nbsp;hands‑on&nbsp;execution role with growing responsibility for metrics, processes, and (over time) people leadership.&nbsp;
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Key responsibilities&nbsp;
<ul>
<li>Act as the single point of contact for automation customers on all&nbsp;post‑sales&nbsp;matters: queries, tickets, service visits, escalations, and feedback.&nbsp;</li>
</ul>
<ul>
<li>Own the ticketing process&nbsp;end‑to‑end: logging, categorization, prioritization, SLA definition, escalation, and closure communication with customers.&nbsp;</li>
</ul>
<ul>
<li>Plan and coordinate preventive maintenance and&nbsp;on‑site&nbsp;service schedules with the field/operations team to minimize unplanned downtime.&nbsp;</li>
</ul>
<ul>
<li>Lead structured onboarding and handover for new installations, including documentation, checklists, user&nbsp;trainings, and initial monitoring.&nbsp;</li>
</ul>
<ul>
<li>Create,&nbsp;maintain, and enforce SOPs and playbooks for common issues, standard changes, and regular operational tasks.&nbsp;</li>
</ul>
<ul>
<li>Monitor and report key customer success and service KPIs (CSAT, NPS, SLA adherence, backlog, repeat issues, adoption metrics), and drive action plans to improve&nbsp;them.&nbsp;</li>
</ul>
<ul>
<li>Work closely with Tech and Product to surface recurring issue patterns, feature requests, and “voice of customer” insights, and follow through until changes are implemented.&nbsp;</li>
</ul>
<ul>
<li>Collaborate with Sales/Account Managers on renewals, upsell opportunities, and recovery plans for&nbsp;at‑risk&nbsp;accounts.&nbsp;</li>
</ul>
<ul>
<li>Prepare weekly and monthly dashboards/reviews for management on customer health, service performance, and process improvements.&nbsp;</li>
</ul>
Required experience&nbsp;
<ul>
<li>Upto&nbsp;1 years&nbsp;of experience, with&nbsp;exposure to&nbsp;customer‑facing&nbsp;roles&nbsp;(sales,&nbsp;customer success, service operations, support, or technical account management).&nbsp;</li>
</ul>
<ul>
<li>Suited best if&nbsp;working with&nbsp;IoT / automation / sensors / industrial equipment /&nbsp;SaaS&nbsp;or similar technical products.&nbsp;</li>
</ul>
<ul>
<li>Demonstrated experience in&nbsp;coordinating between customers, field/service teams, and technical teams&nbsp;to resolve issues or deliver&nbsp;projects.&nbsp;</li>
</ul>
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Skills and competencies&nbsp;
<ul>
<li>Strong&nbsp;customer orientation&nbsp;with the ability to manage expectations, handle escalations, and build&nbsp;long‑term&nbsp;relationships.&nbsp;</li>
</ul>
<ul>
<li>Solid&nbsp;process and operations mindset&nbsp;– comfortable defining workflows, SLAs, checklists, and continuously improving them based on&nbsp;data.&nbsp;</li>
</ul>
<ul>
<li>Ability to read and interpret basic technical information (device status, alarms, dashboards) and translate it into clear communication.&nbsp;</li>
</ul>
<ul>
<li>Excellent&nbsp;communication skills&nbsp;(spoken and written) in English and local languages relevant to the region.&nbsp;</li>
</ul>
<ul>
<li>Good&nbsp;analytical skills&nbsp;– able to work with simple dashboards/spreadsheets,&nbsp;identify&nbsp;patterns in tickets and usage, and propose&nbsp;improvements.&nbsp;</li>
</ul>
<ul>
<li>Strong&nbsp;ownership and&nbsp;follow‑through, with the discipline to close loops with both customers and internal teams.&nbsp;</li>
</ul>
Nice-to-have&nbsp;
<ul>
<li>Experience in&nbsp;agritech, farm automation, irrigation/fertigation systems, greenhouse/polyhouse tech, or industrial controls.&nbsp;</li>
</ul>
<ul>
<li>Experience implementing or working with&nbsp;ticketing/CRM tools&nbsp;and building basic reports/dashboards.&nbsp;</li>
<li>Prior experience in&nbsp;leading or mentoring&nbsp;a small service/support team.&nbsp;</li>
</ul>
Education&nbsp;
<ul>
<li>Graduate in Engineering (Electrical/Electronics/Instrumentation/Mechanical/CS/IT) or related technical discipline preferred;&nbsp;</li>
</ul>
<ul>
<li>OR any graduate with strong demonstrable experience in IoT/automation service operations.&nbsp;</li>
</ul>
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Location and travel&nbsp;
<ul>
<li>Base location:&nbsp;Growloc&nbsp;Office, Pune, Maharashtra.</li>
</ul>
<ul>
<li>Frequent travel to customer sites (farms, polyhouses, field installations) within the state/region for key handovers, reviews, and escalations. &nbsp;</li>
</ul>
Reporting line&nbsp;
<ul>
<li>Reports to:&nbsp;(Immediate Head)&nbsp;</li>
</ul>
<ul>
<li>Works closely with: Tech/Engineering team, Field Service/Operations team, Sales/Account Management, and Product.&nbsp;</li>
</ul>