Job Description

Location:

Pune

Experience:

10 to 15 year(s)

:

Lead, mentor, and develop a large team of product support engineers and technicians, ensuring high performance, motivation, and continuous skill enhancement. Oversee resource allocation, scheduling, and performance reviews for the product support team. Foster a culture of customer-centricity, technical excellence, and proactive problem-solving within the team. Technical Product Support & Escalation Management Provide expert-level technical guidance and support for complex field issues related to diesel engines, gas engines, alternators, control panels, and synchronization systems. Manage and prioritize critical customer escalations, ensuring prompt investigation, root cause analysis, and timely resolution. + Implement robust processes to track, monitor, and close the loop on all product support issues efficiently. Product Quality & Improvement Initiatives Drive and lead Product Quality Council meetings from a product support perspective, providing critical field insights and data for continuous product improvement. Champion infant care processes from product support, ensuring new product introductions are well-supported and early field issues are swiftly addressed. Collaborate closely with R&D, Quality, Manufacturing, and Sales teams to identify recurring issues, implement corrective actions, and contribute to design enhancements. Field Operations & Analysis + Work closely with field teams to provide effective on-site support and technical assistance to customers. + Possess strong expertise in field failure analysis, accurately diagnosing issues and recommending effective solutions.
+ Develop and implement strategies to minimize product downtime and enhance customer satisfaction. + Cross-functional Collaboration & Communication: