Senior Manager-Regional Technical Support-PV

As a highly skilled individual in the role, you will be responsible for resolving critical product issues with the help of the Technical Help Desk, developing diagnostic capability, providing product feedback to the plant, and ensuring timely resolution of product complaints to improve product quality within organizational policies and practices. Key Responsibilities: - Provide technical assistance through the Technical Help Desk (THD) to resolve critical product issues at Customer Premises (CP) via online system support and visits. - Deliver detailed technical reports on the resolution or non-resolution of complaints to the product support team, plant, and ERC for timely product complaint resolution and feedback to Sales & Technical Support (S&TS). - Develop diagnostic capability in the field by conducting special training sessions and meetings with DETs periodically, identifying requirements for new DETs at channel partners, and enhancing the technical skill set of DETs and technical manpower through proper guidelines and training at CP. - Train and assist the technical team on modification, repair processes, technical literature, and drive OEM ancillary meets and trainings periodically at the field. - Audit and develop action plans on CPs" technical preparedness to ensure the development of diagnostic capability in the field for better quality repairs. - Audit the availability and usage of diagnostic tools, special service equipment, and diagnostic software upgrades, and develop action plans accordingly. - Track, analyze, and share product failures and performance feedback with STS, and roll out and monitor updates whenever new updates are launched to improve product quality. Qualification Required: - Education: B.E in Automobile Engineering - Relevant Experience: 4-5 years of total work experience in the automobile industry - Skills & Competencies: Product knowledge and technical skills, interpersonal and communication skills, diagnostic skills, system knowledge (CRM-DMS and Analytics), analytical skills In this role, you will interact with various internal stakeholders such as Spare Parts, Field Service, Product Support, Warranty, NPI, ATC, and Training Centers, as well as external stakeholders including Channel Partners, Vendors & Suppliers, and Customers to resolve technical complaints, provide product support, and ensure customer satisfaction.,