Manager-Technical Support

Responsibilities & Key Deliverables

• Provide Tech support to overseas channel partners for their technical queries.
• On time resolution of Product emerging concerns & receipt issues by liaising with Manufacturing/PD/Quality/Logistics/Country teams.
• Identify the Top contributing Warranty concerns (priority of incidences /warranty cost/ labor cost) & put action plan in place by driving in leadership review forums.
• Implement organization policy among channel partners.
• Responsible for Warranty Recovery, Warranty Cost calculations & monitor various failure trends with timely MIS release.
• Warranty kitty monitoring & Budget/Audit related activities with Finance team.
• Effective retro campaigns execution.
• Participation in New Product CDTs and support for First time Right New Product launches by front loading Service and warranty related inputs.
• Review of all advance intimations to provide SDN and Timely review of Technical Service Bulletins.

Diagnostics of tier IV engines, FMCU, Digisense, eGoverners etc

Experience

BE/B.Tech OR Diploma in Automobile / Mechanical

BE – not less than 8-10 yrs

Diploma –10-12 yrs

Industry Preferred

Qualifications

BE

General Requirements

• In depth product knowledge & exposure to QA & NPD process
• Experience in handling dealers and customers
• Sound technical knowledge with analytical skill
• Experience in end-to-end Warranty cycle
• Exposure to overseas markets after sales support
• Warranty Budgeting
• Hands on experience in IT systems (SAP, DMS, Teamcenter, Share Portal etc.)

Should be efficient in internal and external team handling

• Good Analytical ability
• Strong communication & Presentation skills
• Strong leadership & result orientation skills
• Project and Finance Management

Skill full interaction with overseas market