Senior Manager-Regional Technical Support-PV

The purpose of your role is to resolve critical product issues with the help of the Technical Help Desk, develop diagnostic capabilities, provide product feedback to the plant to ensure timely resolution of product complaints, and improve product quality within organizational policies and practices. Due to complex vehicular technology, the Dealer and Field team may be unable to resolve technical complaints, leading to complaint escalation and high vehicle downtime. Your responsibilities will include providing technical assistance through the Technical Help Desk to resolve critical product issues at Customer Points (CP) via online system support and visits. You will need to provide detailed technical reports in case of resolution or non-resolution of complaints to the product support team, plant, and ERC to ensure timely product complaint resolution and feedback to Sales & Technical Services (S&TS). Additionally, you will conduct special training sessions and meetings for DETs to develop diagnostic capabilities in the field, identify requirements for new DETs at channel partners, and enhance the technical skill set of DETs and technical manpower through proper guidelines and training at CP. You will also be responsible for training and assisting the technical team on modification, repair processes, technical literature, driving and coordinating OEM ancillary meets and trainings, auditing and developing action plans for CPs" technical preparedness, and ensuring the availability and usage of diagnostic tools, special service equipment, and diagnostic software upgrades. Furthermore, you will track, analyze, and share product failures and performance feedback with STS, roll out and monitor product updates, and improve product quality. In your interactions, you will engage with internal stakeholders such as Spare Parts for child part availability and part number queries, Field Service for product feedback and technical information, Product Support for issue escalations, Warranty for claims and policy clarifications, NPI for product feedback and understanding new products, ATC for certification scores and improvement plans, and Training Centres (CTC, RTC, STC) for coordinating special training and meets. Externally, you will have direct interfaces with Channel Partners for resolving technical complaints of customer vehicles, vendors and suppliers for supporting field vehicles through product support, and customers to understand and resolve critical complaints. The desired candidate for this role should have a B.E. in Automobile Engineering with 4-5 years of total work experience in the automobile industry. Skills and competencies required include product knowledge and technical skills, interpersonal and communication skills, diagnostic skills, system knowledge (CRM-DMS and Analytics), and analytical skills.,