Job Description

Location:

Pune

Experience:

7 to 10 year(s)

:

Key Roles & Responsibilities:

Rapid Field Issue Resolution:

o Serve as a primary technical escalation point for critical field issues related to diesel and gas engines, power generation units, and industrial applications.


o Provide immediate diagnostic and troubleshooting support for complex mechanical, electrical, electronic, and control system faults.


o Lead on-site visits to customer locations on a need basis to diagnose and resolve highly complex or persistent product issues, ensuring minimal downtime and maximum customer satisfaction.

Technical Expertise & Support:

o Apply comprehensive technical knowledge of electronic engines, emissionized engine technologies, and sync controls to diagnose and rectify issues.


o Demonstrate strong proficiency with Electronic Control Modules (ECM) and Genset Control Modules (GCM) for accurate diagnostics and parameter adjustments.


o Provide expert guidance on aftertreatment systems, including DPF, SCR, and associated controls, to ensure compliance and optimal performance.

Cross-Functional Collaboration & Communication:

o Act as a crucial liaison between the field service team and internal quality and engineering departments.


o Initiate and actively participate in Product Quality Concerns (PQC) and Infant Care forums to escalate recurring or systemic field issues for engineering review and resolution.


o Effectively communicate complex technical issues, diagnostic findings, and proposed solutions to both technical and non-technical audiences.

Documentation & Knowledge Sharing:

o Review and provide technical input on Product Incident Reports (PIR) and Field Reports to ensure accuracy and comprehensive documentation of issues.


o Responsible for collating and releasing "Field Learnings" documents to enhance the technical knowledge and capabilities of the broader field service network.


o Contribute to the development and updating of service bulletins, diagnostic procedures, and technical manuals based on field experiences.

Root Cause Analysis (RCA):

o Assist in and often lead the preliminary stages of Root Cause Analysis for significant product failures, collaborating with engineering and quality teams to identify underlying causes.


o Provide detailed field observations and data to support comprehensive RCA efforts and the implementation of corrective actions.

Training & Mentorship:

o Potentially provide technical guidance and informal mentorship to junior field service technicians and engineers.


o Participate in internal training sessions to disseminate knowledge about new products, common issues, and best diagnostic practices.