Technical Support Executive

Education: B. Tech Fulltime (Electrical / Electronics / Mechanical)

Experience: 2-7 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.

• Design & R&D Teams

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.