Technical Support Lead

Team PAKKA is looking for a Technical Support Lead who will collaborate closely with cross-functional teams to deliver superior customer experience and drive continuous improvement in technical services.

Key Responsibilities includes:

A. Customer Support & Experience

• Lead the technical support operations to ensure

  timely, accurate, and high-quality

  responses to all customer queries.
• Build a culture of responsiveness and customer delight, with continuous monitoring of customer satisfaction.
  
• Establish and maintain structured mechanisms such as surveys, feedback forms, and NPS assessments.
  

B. Product Development Support

• Engage with customers to understand product development needs and translate feedback into actionable inputs for

  R&D and Production teams

  .
• Ensure zero delays in delivering product trials, tests, and improvements as committed.
  

C. Technical Issue Resolution & Root Cause Analysis

• Oversee end-to-end resolution of customer issues identification, investigation, RCA, corrective action, and closure.
  
• Develop and maintain SOPs, troubleshooting manuals, and a technical knowledge base for the team.
  

D. Cross-Functional Coordination

• Partner with Sales, Quality, Production, and R&D to ensure seamless technical support.
  
• Communicate key customer concerns and improvement opportunities to internal stakeholders.
  

E. Data, Reporting & Insights

• Track and analyse KPIs including TAT, issue closure rate, customer satisfaction, and repeat issues.
  
• Use data insights to drive preventive actions and continuous improvement initiatives.
  

F. Process Excellence & Continuous Improvement

• Strengthen support processes by implementing upgrades, automation, standardized workflows, and quality audits.
  
• Work towards reducing recurring issues and improving first-time resolution rates.
  

G. Team Leadership & Capability Building

• Build a strong technical support team through regular coaching, training, and skill development.
  
• Set performance goals, conduct periodic reviews, and ensure capability enhancement aligned with business needs.
  

3. Key Skills & Competencies

A. Technical Skills

• Strong understanding of

  manufacturing processes

  , product applications, and industrial troubleshooting (tailor to your sector).
• Experience in

  quality systems

  , root cause analysis tools (5 Why, Fishbone, RCA).
• Expertise in creating and managing

  technical documentation, SOPs, and manuals

  .
• Ability to interpret product specifications, test results, and customer requirements.
  

B. Leadership & Managerial Skills

• Team coaching, mentoring, and performance management.
  
• Ability to work cross-functionally with Sales, Production, R&D, and Quality teams.
  
• Strong decision-making, prioritization, and delegation skills.
  

C. Customer Management Skills

• Excellent communication and relationship-building skills.
  
• High responsiveness, empathy, and a customer-first mindset.
  
• Ability to handle escalations and challenging customer situations calmly.
  

D. Analytical & Problem-Solving Skills

• Strong diagnostic ability and structured approach to technical issues.
  
• Proficiency in data analysis, KPI management, and insights-driven improvements.
  

E. Digital & Process Skills

• Familiar with CRM tools, ticketing systems, dashboards, and reporting platforms.
  
• Experience in process optimization and automation is an added advantage.