Education: B. Tech Fulltime (Electrical / Electronics / Mechanical)
Experience: 5-10 yrs
JOB PURPOSE
- Provide efficient technical support to field operations (domestic and export markets) by identifying root causes of issues in problematic vehicles.
- Drive quality improvement and enhance customer satisfaction through the identification of critical defects, implementation of effective countermeasures, and monitoring and execution of market campaigns.
PRINCIPAL ACCOUNTABILITIES
- Provide technical support to field operations across domestic and export markets.
- Perform root cause analysis to identify causal components in problematic vehicles.
- Coordinate with cross-functional teams (design, manufacturing, quality) for issue resolution.
- Identify critical defects impacting vehicle performance, safety, or customer experience.
- Develop and implement effective countermeasures to prevent recurrence of issues.
- Drive continuous quality improvement initiatives based on field feedback and data.
- Monitor field concerns and analyze trends to enable proactive problem detection.
- Plan, track, and execute market campaigns/recalls/service actions effectively.
- Ensure timely closure of field issues and maintain proper documentation.
- Support initiatives to improve customer satisfaction and brand reliability.
- Maintain communication with stakeholders and provide regular status updates and reports.
MAJOR CHALLENGES
- Managing diverse and complex field issues across both domestic and export markets with varying operating conditions and customer expectations.
- Ensuring accurate and timely root cause identification, often with limited or inconsistent field data.
- Coordinating with multiple cross-functional teams to drive quick resolution and consensus on corrective actions.
- Balancing urgent field concerns while simultaneously driving long-term quality improvement initiatives.
- Handling high customer expectations and pressure to minimize vehicle downtime and dissatisfaction.
- Ensuring effective implementation and monitoring of countermeasures to prevent recurrence of issues.
- Managing time-sensitive market campaigns/recalls, including planning, execution, and closure within strict timelines.
- Dealing with data gaps, delayed feedback, or variation in field reporting quality.
- Keeping pace with evolving technologies and product complexities in modern vehicles.
- Maintaining consistent communication and transparency with all stakeholders, including field teams and management.
- DECISION MAKING
- Analyze field data and perform root cause analysis to identify the likely causal part/component.
- Prioritize field issues based on severity, safety, and customer impact.
- Decide on initial troubleshooting approach and diagnostic methodology.
- Monitor defect trends and initiate preliminary quality improvement actions.
- Coordinate with field teams to ensure timely data collection and feedback.
- Track progress and ensure closure of routine field issues within defined timelines.
- Prepare and present technical reports and performance summaries.
INTERACTIONS
Internal Clients
- Field Service / Dealer Support Teams
For collecting field data, validating issues, and implementing corrective actions.
To discuss technical concerns, validate root cause, and finalize design-related countermeasures.
- Quality Assurance & Product Quality Teams
For defect analysis, trend monitoring, and driving quality improvement initiatives.
- Manufacturing / Production Teams
To address process-related issues and implement corrective actions at plant level.
- Supplier Quality / Vendor Teams
To investigate component-level defects and ensure corrective actions at supplier end.
- Warranty & Customer Support Teams
For understanding customer complaints, cost implications, and feedback trends.
- Logistics / Spare Parts Team
To ensure availability of parts required for field fixes and campaign execution.
- Management / Senior Leadership
For reporting critical issues, escalation, approvals, and strategic decision-making.
External Clients
- Dealers & Service Centres (Domestic & Export)
For real-time issue identification, troubleshooting support, and execution of campaigns.
- Customers / End Users (Indirect interaction)
Through feedback, complaints, and satisfaction insights.
- Export Market Representatives / Distributors
To coordinate issue resolution and ensure alignment with regional requirements.
