About the company: http://www.wonderchef.in Wonderchef is the leading brand of kitchen appliances and cookware in India. It is a professionally driven organization funded by multiple Private Equity Investors. Chef Sanjeev Kapoor is the brand ambassador and the face of the company. The organization is known for the innovation, quality and design of its products, aggressive marketing and Omni-Channel distribution strategy. Job Title: Technical Quality Analyst (Support lead) Location: Mumbai ( rest please ignore) Department: ServiceReports to: Head of Service Preferred Industry: Kitchen appliances / Electrical / Electronics / Luggage. Experience: 2-6 years only. Job Summary: The Technical Quality Analyst (Support lead) is responsible for overseeing technical support activities across the DSC (Direct Service Centers) and ASC (Authorized Service Centers) network. This role ensures service quality, timely resolution of customer issues, technical training, and continuous improvement through audits and performance reviews. The role is also key in supporting new product launches, managing high-failure models, and aligning with sales and quality assurance teams. Key Responsibilities: 1. SDR (Service Data Reporting) Quality Improvement  Conduct quality inspections for high-failure models and newly launched products.  Prepare and submit monthly SDR reports and quality inspection presentations.  Ensure 0 errors in SDR inputs and 100% SL (Serial Number Logging) compliance by DSC technicians.  Promote dynamic improvement and adherence to procedures by ASC technicians. 2. Technical Training Development  Deliver targeted training to DSC and ASC technicians for high-failure products and based on QA/SDR findings.  Conduct PKT (Practical Knowledge Test) for new joiners and technicians.  Ensure weekly online training sessions and at least one onsite session per month for CC techs (Customer Care Technicians). 3. Product Quality Audits (New Existing Products)  Lead quality testing during new product launches to validate field readiness and technician competency.  Conduct regular audits for existing products to identify emerging quality issues.  Collaborate with QA and Product team to provide actionable feedback based on field performance.  Ensure audit findings are incorporated into technician training and service process updates. 4. Technical Audits  Audit complaint cases with high spare part consumption—minimum 10 audits per month.  Ensure 10% call audit coverage for each ASC.  Track and report usage of top 30 consumed spare parts.  Ensure serial number logging for all A-class spare parts at time of job closure.  Visit a minimum of 2 ASCs per month for performance evaluation. 5. Ageing Call Management  Monitor and report on Average Pending Days (APD) of service calls.  Ensure that pending calls 7 days are minimized and that calls are closed within Qualifications Skills:  Bachelor’s degree or Diploma holder in Mechanical, Electronics or a related technical field.  2+ years of experience in technical support or field service roles, preferably in home appliances or consumer electronics.  Strong analytical skills and attention to detail.  Proficient in preparing reports, presentations, and audits.  Excellent communication and interpersonal skills. Key Performance Indicators (KPIs):  100% SL compliance and 0 error in SDR.  Monthly submission of SDR reports and audits.  Training coverage and test results.  Reduction in APD and 7-day pending calls. Show more Show less