Customer Support

Job Description

Location: Pune Experience: 7 to 10 year(s) Job Description: Key Roles & Responsibilities: Rapid Field Issue Resolution: o Serve as a primary technical escalation point for critical field issues related to diesel and gas engines, power generation units, and industrial applications. o Provide immediate diagnostic and troubleshooting support for complex mechanical, electrical, electronic, and control system faults. o Lead on-site visits to customer locations on a need basis to diagnose and resolve highly complex or persistent product issues, ensuring minimal downtime and maximum customer satisfaction. Technical Expertise & Support: o Apply comprehensive technical knowledge of electronic engines, emissionized engine technologies, and sync controls to diagnose and rectify issues. o Demonstrate strong proficiency with Electronic Control Modules (ECM) and Genset Control Modules (GCM) for accurate diagnostics and parameter adjustments. o Provide expert guidance on aftertreatment systems, including DPF, SCR, and associated controls, to ensure compliance and optimal performance. Cross-Functional Collaboration & Communication: o Act as a crucial liaison between the field service team and internal quality and engineering departments. o Initiate and actively participate in Product Quality Concerns (PQC) and Infant Care forums to escalate recurring or systemic field issues for engineering review and resolution. o Effectively communicate complex technical issues, diagnostic findings, and proposed solutions to both technical and non-technical audiences. Documentation & Knowledge Sharing: o Review and provide technical input on Product Incident Reports (PIR) and Field Reports to ensure accuracy and comprehensive documentation of issues. o Responsible for collating and releasing "Field Learnings" documents to enhance the technical knowledge and capabilities of the broader field service network. o Contribute to the development and updating of service bulletins, diagnostic procedures, and technical manuals based on field experiences. Root Cause Analysis (RCA): o Assist in and often lead the preliminary stages of Root Cause Analysis for significant product failures, collaborating with engineering and quality teams to identify underlying causes. o Provide detailed field observations and data to support comprehensive RCA efforts and the implementation of corrective actions. Training & Mentorship: o Potentially provide technical guidance and informal mentorship to junior field service technicians and engineers. o Participate in internal training sessions to disseminate knowledge about new products, common issues, and best diagnostic practices.