Customer Support

Team Leadership & People Management

• Lead, mentor, and develop a large, high-performing team of product support engineers and technicians, fostering a collaborative and growth-oriented environment.
• Oversee comprehensive team management, including resource allocation, workload planning, scheduling, performance reviews, and career development.
• Cultivate a strong culture of customer-centricity, technical excellence, accountability, and proactive problem-solving.

Technical Product Support & Escalation Management

• Serve as the highest technical authority, providing expert-level guidance and hands-on support for complex field issues related to industrial diesel engines, gas engines, alternators, control panels, and synchronization systems.
• Strategically manage and prioritize critical customer escalations, ensuring immediate investigation, robust root cause analysis, and rapid, effective resolution to minimize downtime.
• Design, implement, and continuously refine processes for tracking, monitoring, and closure of all product support issues, adhering to strict service level agreements (SLAs).

Product Quality & Improvement Initiatives

• Act as the primary driver and leader of Product Quality Council meetings from a product support perspective, presenting critical field insights, failure data, and customer feedback.
• Champion and optimize infant care processes post-launch, ensuring seamless support for new product introductions (NPI) and swift identification/addressing of early life failures.
• Collaborate strategically with cross-functional teams (R&D, Quality Assurance, Manufacturing, Sales) to identify recurring issues, implement sustainable corrective/preventative actions, and contribute to future product design enhancements.

New Product Introduction (NPI) & PBIT Readiness

• Lead the product support aspects for New Product Introductions (NPIs), ensuring comprehensive readiness for field support teams.
• Drive and oversee Product Introduction Team & Training (PBIT) readiness, including developing and delivering technical training programs and documentation for new industrial engine products and systems.
• Work closely with engineering and project teams during the product development lifecycle to integrate serviceability, diagnosability, and support requirements into new designs.
• Develop and execute strategies for early field validation and feedback collection for new products to ensure robust launch support.

Field Operations & Analysis

• Work closely with distributed field service teams to ensure effective on-site support, provide advanced technical assistance, and streamline diagnostic procedures for customers.
• Apply deep expertise in advanced field failure analysis techniques, accurately diagnosing complex system failures, identifying underlying causes, and recommending comprehensive, data-driven solutions.
• Develop and implement proactive strategies and best practices to minimize product downtime, enhance overall reliability, and significantly improve customer satisfaction.

Cross-functional Collaboration & Communication

• Serve as a pivotal liaison, facilitating seamless communication and alignment between product support and various internal departments (engineering, sales, service operations, quality, manufacturing, supply chain), with a strong emphasis on NPI integration.