JOB DESCRIPTION
Job Title: Manager – Product Support
Department: Probiking Product Support / Service
Location: Pune
Job Purpose
To ensure robust product quality, diagnostic tool support, and field issue resolution for premium motorcycles through effective cross-functional coordination. This role is critical in enhancing product reliability, supporting new product launches, and ensuring superior customer satisfaction by resolving field issues with speed, accuracy, and technical expertise.
Qualification & Experience
• Qualification: B.E./B.Tech in Mechanical or Automobile Engineering
• Experience: Minimum 7 years in Product Quality, Technical Support, Product Evaluation, or Field Quality within the automobile industry
Key Responsibilities
- Product Issue Resolution
- Identify, analyze, and validate product issues and communicate findings to the Quality team with comprehensive data and analysis.
- Coordinate with cross-functional teams and arrange live vehicles in the field for joint investigation and root cause analysis.
- Ensure timely closure of issues and implementation of corrective and preventive actions.
- Diagnostic Tool Management
- Manage diagnostic tool functionality, availability, and support for field and dealer teams.
- Coordinate with internal and external stakeholders to resolve tool-related concerns and support upgrades or validations.
- Product Actions & Field Fix Adherence
- Drive timely execution and completion of product actions, service campaigns, and field fixes in coordination with quality and service teams. Support validation of service parts and pricing before model release.
- Technical Diagnosis Support
- Provide advanced technical guidance to field teams for complex issues and assist in root cause analysis and resolution.
- Conduct periodic benchmarking of competitor products and prepare comparative analysis reports on performance, reliability, and serviceability.
- Field Engagement & Knowledge Sharing
- Conduct fortnightly townhalls with field service teams to discuss critical product issues, share learnings, and enhance field diagnostic capabilities.
Stakeholder Interaction
Internal:
• Field Service Team
• R&D and Plant QA / CQA
• Warranty & Parts Departments
• Documentation / Technical Publication
External:
• Dealer Network (Service Heads, Technicians)
• Vendors / Tool Suppliers
Key Competencies
Technical / Functional:
- Strong diagnostic and analytical capability for complex product issues
- In-depth understanding of motorcycle systems and service operations
- Knowledge of product validation, testing protocols, and quality processes
- Data-driven approach with strong interpretation and analysis skills
- Effective presentation and reporting skills
Behavioral:
- Cross-functional collaboration and stakeholder management
- Result orientation with speed and accountability
- Strong communication and interpersonal skills
- Continuous learning mindset with passion for premium motorcycles
- Ability to work independently and manage multiple priorities
IT Skills:
• Proficiency in MS Excel, PowerPoint, and other analytical tools