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Job Description

Job Title:

Mgr/Asst Mgr - Technical Support

Level:

L3

Function:

  Service Support,Product & CDMS

Department  (Sub-function)

NA
  1. JOB PURPOSE

 

To provide technical expertise and support for field operations by coordinating with cross-functional teams to ensure timely resolution of product issues, and to drive service readiness, product reliability, and customer satisfaction through data-driven insights and continuous improvement initiatives.

 

  1. INTERACTION  WITH                               STAKEHOLDERS

 

Internal

External

Direct

Urbanite>Service, Operations>Manufacturing>EV

Dealership

Indirect

 

 
  1. JOB REQUIREMENTS

 

 

Educational Qualifications

Essential: Engg- Electrical, Electronics & computer science || Electrical And Electronics Engineering

Preferred Institution: NIT & Equivalent

Desired Qualification: ||

||

Work Exp

Min: 3

Max:6

 

Industry Specification

Automobile, Consumer Durables

Addnl Requirements

 

Age

Min: 32

Max: 60

 

Need for travel

70
  1. KEY COMPETENCIES

Technical/Functional

Technical Competencies:

  • Field failure analysis and reporting

  • Root cause identification and troubleshooting

  • Product validation through field trials (CUFT)

  • Coordination with R&D for technical issue resolution

  • Design for Serviceability (DFS) support

  • Pre- and post-launch product technical support

  • Competitor benchmarking and technical comparison

  • Warranty data analysis and trend identification

  • Evidence-based failure data collection

  • Understanding of automotive/service tools and diagnostics

Functional Competencies:

  • Cross-functional coordination (Field, R&D, Manufacturing)

  • Customer feedback management and action planning

  • Field team support and guidance

  • Planning and execution of technical training programs

  • Stakeholder communication and escalation handling

  • Service readiness planning for new product launches

  • Advisory and awareness program creation

  • Data-driven decision-making and reporting

  • Field visit planning and complex issue resolution

  • Presentation of key issues in forums (e.g., REQP)

Behavioural

 L3 - ACT - Continuously raise the bar; Ensure results with speed; Meet customer expectations

5. KEY RESPONSIBILITIES

  • Coordinate between Field Teams, R&D, and Manufacturing to ensure swift resolution of field failures and product issues.

  • Collect, analyze, and communicate customer feedback on product changes and enhancements to drive continuous improvement.

  • Support and guide field teams in troubleshooting, maintenance practices, and resolution of complex technical issues.

  • Plan and execute technical training programs to enhance field readiness and product handling skills.

  • Manage stakeholder communication and handle escalations by facilitating timely and effective technical resolutions.

  • Ensure service readiness for new product launches, including availability of tools, kits, and technical training (Train-the-Trainer).

  • Identify the need for and drive awareness/advisory programs to maintain service quality and product performance.

  • Utilize data-driven insights from warranty claims, field failure reports, and customer feedback to inform decision-making.

  • Conduct field visits for issue validation, root cause analysis, and hands-on support to the field service team.

  • Present key issues and insights in forums such as REQP for further analysis and resolution planning.

 

 

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