Product Support Manager

HIRING FOR A CLIENT

Product Support Manager

Key Responsibilities

·        Respond to customer issues regarding mechanical, electrical, and electronic components

·        Analyze problems, recommend solutions, and oversee resolution

·        Coordinate with technical and sales teams to ensure successful product usage

·        Provide hands-on installation assistance, training, and product performance monitoring

·        Develop a service dealer network

·        Generate sales revenue by selling spares / consumables to prospective customers / dealers

·        Maintain product documentation, including manuals and service records

·        Deliver customer service reports and gather product feedback

·        Identify recurring issues and recommend product improvements

·        Ensure adherence to service and quality standards

·        Assist in ISO 9000 process documentation and compliance

Key Performance Indicators (KPIs)

·        Reduction in service response/resolution time

• Customer satisfaction and feedback score
• Repeat service request rate
• Volume of product improvements initiated based on support insights
• Support process compliance and documentation accuracy

Qualifications & Experience

• Bachelor’s degree in Automobile/ Mechanical Engineering –

  Mandatory

• Exposure and hands on experience of 3 to 4 years in service, repairs and maintenance of Petrol and Diesel Engines and Generators is a MUST.
• Familiarity with disassembly, assembly of engines of reputed make
• Familiarity with ISO 9000 and service documentation protocols
• Excellent communication and troubleshooting skills
• Customer-centric approach and fieldwork experience