Job Description: Manager (Product Support); Department:  MC- Product Support (Service)

Location: Akurdi, Pune

Role Purpose

To drive product quality improvement and technical excellence by identifying field issues, supporting advanced diagnosis, strengthening field capability, and ensuring robust monitoring of new products.

Key Responsibilities

Product Improvement & Field Fixes

• Analyze and validate field issues using data, support joint investigations with CFT, and drive timely corrective and preventive actions.
• Ensure effective execution and closure of approved field fixes in coordination with field team.

Technical Diagnosis & Benchmarking

• Provide advanced technical support to field teams for complex diagnostic challenges.
• Conduct competitor benchmarking and comparative analysis on performance, reliability, and serviceability.

Field Engagement & Capability Building

• Lead monthly field connect sessions to review critical issues, share learnings, and deliver focused technical training.
• Conduct field visits to capture customer and technician-reported soft issues.

New Product Monitoring

• Monitor and resolve PDI issues through joint PDI activities with CFT before and during product launch.
• Identify and mitigate potential product issues in early lifecycle stages.

Stakeholder Interaction

Internal: Field Service, R&D, QA/CQA, Warranty & Parts, New Product and Training Teams
External: Dealer Service Teams and Technicians

Key Competencies

Technical / Functional

• Strong diagnostic, analytical, and data-driven problem-solving capability.
• Sound understanding of motorcycle systems, service operations, and quality processes.

Behavioural

• Strong cross-functional collaboration, communication, and ownership mindset.
• Result-oriented, self-driven, and able to manage multiple priorities.

IT Skills

• Proficient in MS Excel, PowerPoint, and analytical tools.