Job Description

Location:

Pune

Experience:

10 to 15 year(s)

:

Team Leadership & People Management

Lead, mentor, and develop a large, high-performing team of product support engineers and technicians, fostering a collaborative and growth-oriented environment. Oversee comprehensive team management, including resource allocation, workload planning, scheduling, performance reviews, and career development. Cultivate a strong culture of customer-centricity, technical excellence, accountability, and proactive problem-solving.

Technical Product Support & Escalation Management

Serve as the highest technical authority, providing expert-level guidance and hands-on support for complex field issues related to industrial diesel engines, gas engines, alternators, control panels, and synchronization systems. Strategically manage and prioritize critical customer escalations, ensuring immediate investigation, robust root cause analysis, and rapid, effective resolution to minimize downtime. Design, implement, and continuously refine processes for tracking, monitoring, and closure of all product support issues, adhering to strict service level agreements (SLAs).

Product Quality & Improvement Initiatives

Act as the primary driver and leader of Product Quality Council meetings from a product support perspective, presenting critical field insights, failure data, and customer feedback. Champion and optimize infant care processes post-launch, ensuring seamless support for new product introductions (NPI) and swift identification/addressing of early life failures. Collaborate strategically with cross-functional teams (R&D, Quality Assurance, Manufacturing, Sales) to identify recurring issues, implement sustainable corrective/preventative actions, and contribute to future product design enhancements.

New Product Introduction (NPI) & PBIT Readiness

Lead the product support aspects for New Product Introductions (NPIs), ensuring comprehensive readiness for field support teams. Drive and oversee Product Introduction Team & Training (PBIT) readiness, including developing and delivering technical training programs and documentation for new industrial engine products and systems. Work closely with engineering and project teams during the product development lifecycle to integrate serviceability, diagnosability, and support requirements into new designs. Develop and execute strategies for early field validation and feedback collection for new products to ensure robust launch support.

Field Operations & Analysis

Work closely with distributed field service teams to ensure effective on-site support, provide advanced technical assistance, and streamline diagnostic procedures for customers. Apply deep expertise in advanced field failure analysis techniques, accurately diagnosing complex system failures, identifying underlying causes, and recommending comprehensive, data-driven solutions. Develop and implement proactive strategies and best practices to minimize product downtime, enhance overall reliability, and significantly improve customer satisfaction.

Cross-functional Collaboration & Communication

* Serve as a pivotal liaison, facilitating seamless communication and alignment between product support and various internal departments (engineering, sales, service operations, quality, manufacturing, supply chain), with a strong emphasis on NPI integration.