The Technical Head is responsible for leading and managing all after-sales operations for the furniture hardware product line. This role ensures high-quality technical support, timely resolution of customer issues, and strong collaboration with sales, product development, and manufacturing teams. The Technical Head plays a key role in maintaining customer satisfaction, reducing warranty costs, and supporting continuous improvement across the organization.
Key Responsibilities
1. Customer Support & Service Operations
Oversee after-sales service activities including product installation guidance, troubleshooting, repairs, and warranty claims.
Provide technical support to Dealers, OEM manufacturers, carpenters, and end-users regarding hardware products.
Develop and manage service workflows to ensure fast and accurate responses to customer inquiries.
Maintain service documentation: FAQs and training manuals.
2. Warranty & Claims Management
Review, approve, and process warranty claims in accordance with company policy.
Analyse claim trends to identify product issues and opportunities for improvement.
Coordinate with QA and Engineering teams for root-cause analysis of product failures and field complaints.
3. Technical Training & Support
Conduct technical training sessions for sales teams, Dealers, installation partners, and OEM customers.
Create training materials for new products, installation techniques, and maintenance guidelines.
Support exhibition, demo, and customer visits by showcasing product functionalities and technical details.
4. Team Leadership
Lead and supervise service technicians and support staff.
Develop the team's technical competency in furniture hardware and installation standards.
5. Cross-Functional Collaboration
Work with Product Development to provide feedback about performance, improvements, and market needs.
Coordinate with Logistics to ensure supply of spare parts and replacement units.
Required Qualifications
Bachelor's degree in Mechanical Engineering /Industrial Engineering or related field.
5-10 years of experience in customer service, technical support, or service management, preferably in the furniture hardware, building materials, or mechanical components industry.
Excellent troubleshooting and problem-solving skills.
Strong leadership, communication, and customer-handling skills.
Experience with warranty management systems and CRM tools.
Job Types: Full-time, Permanent
Pay: ?8,394.25 - ?40,819.19 per month
Work Location: In person
Beware of fraud agents! do not pay money to get a job
MNCJobsIndia.com will not be responsible for any payment made to a third-party. All Terms of Use are applicable.