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Product Support Manager

Product Support Manager

Volvo Trucks

10 - 15 years

14 - 19 Lacs

Bengaluru

Posted:7 hours ago| Platform:

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Skills Required

Product management Business process Product quality Construction equipment product life cycle Troubleshooting Operations Technical support Product support Performance improvement

Work Mode

Work from Office

Job Type

Full Time

Job Description

Product Support Manager

Location:

Bangalore, IN, 560058

Position Type: Professional

What we need you to do?

For Region India, Own processes for field quality analysis, Product maintenances & technical support for Excavators. Represent India in the excavator product support groups. Contribute with his/her competence and expertise, and collaborate closely cross functionally with all stake holders, putting people in the driving seat that motivates people to be self -driven and collaboration driven. Besides operational responsibilities, look for continuous improvements in the way of working . Inspire and motivate peers and employees

We expect you to be:

Provide technical support to dealers as per the resolution timeline defined.
Assist dealers in resolving field issues & troubleshooting of the product complaints
Visit to machine work sites to support dealership for unresolved technical issues and guide them on the trouble shooting to put back the machine into operation.
Support dealers in identifying the suitable parts as per the machine card and collaborating with the parts team in the Volvo system to extend required support on the technical specification & suitability of the components & its child parts.
Coordinate and support for update in prosis for required service & parts information by the dealerships
Represent Region India in the Global technical support groups
Monitor and develop the Customer Technical Support activities of the dealers via the Market areas.
Develop dealers service support capabilities through the area service teams
Managing the aftermarket technical support operations in accordance with established company policies.
Ensure good processes exist to share information of product quality with the Market area teams (sales, aftermarket, and others)
Manage the warranty process for the region India including goodwill decision administration.
Ensure adherence to service processes by dealers related to technical support and warranty
Responsible for the metrics of uptime related to War room, Warranty and Product Management
Provide inputs on component life cycle and product performance improvement
Provide inputs to Parts operations on product life cycle and support inventory planning
Responsible for the timely completion of product quality campaigns

Accountability:

Dissemination of technical information ( for all the stake holders like dealerships/Market Area teams).
Response & resolution time (Technical inputs through Chain Case & support dealership for trouble shooting)
War room KPI like MTTR & Restoration of the breakdown for technical inputs & structural repair procedures
Product Campaign results
Timely warranty claim judgment
CSS & DSS results
Training & development Plan & support for dealer product specialists

Required Competencies:

Product Technical knowledge preferably on Excavators
Industry insights and Market Knowledge
Sensitive to dealers & customers expectations
Good business sense, good understanding of business process
Communication and proven people skills
BE / B-Tech, experience in handling product support/field engineer role and at least 10 years in handling Excavators or Diploma with 12-15 years of experience from relevant industry.
This role required travelling to different parts of the country as & when required to address product complaints.

We value your data privacy and therefore do not accept applications via mail.

Who we are and what we believe in

We are committed to shaping the future landscape of efficient, safe, and sustainable transport solutions. Fulfilling our mission creates countless career opportunities for talents across the group s leading brands and entities.

Applying to this job offers you the opportunity to join

Volvo Group

. Every day, you will be working with some of the sharpest and most creative brains in our field to be able to leave our society in better shape for the next generation. We are passionate about what we do, and we thrive on teamwork. We are almost 100,000 people united around the world by a culture of care, inclusiveness, and empowerment.

Part of Volvo Group,

Volvo Construction Equipment

is a global company driven by our purpose to build the world we want to live in. Together we develop and deliver solutions for a cleaner, smarter, and more connected world. By unleashing everyone s full potential, we build a more sustainable future for all our stakeholders. Come join our team and help us build a better tomorrow.

Job Category: Engineering

Organization: Volvo Construction Equipment

Travel Required: Occasional Travel

Requisition ID: 22941

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Do we share the same aspirations?

Every day, Volvo Group products and services ensure that people have food on the table, children arrive safely at school and roads and buildings can be constructed. Looking ahead, we are committed to driving the transition to sustainable and safe transport, mobility and infrastructure solutions toward a net-zero society.

Joining Volvo Group, you will work with some of the world s most iconic brands and be part of a global and leading industrial company that is harnessing automated driving, electromobility and connectivity.

Our people are passionate about what they do, they aim for high performance and thrive on teamwork and learning. Everyday life at Volvo is defined by a climate of support, care and mutual respect.

If you aspire to grow and make an impact, join us on our journey to create a better and more resilient society for the coming generations.

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Product Support Manager