Technical Support Manager

Job Purpose:

The incumbent will be responsible for supporting ASMs and the dealership staff in technically for resolving product issues.

Position Overview:

Reports to

Function:

What youll do:

Field technical report :

Collaborate with Field Teams to collect and analyze technical reports related to Electric Vehicles (EVs), identifying critical issues and escalating them to Quality Assurance for corrective action and joint visits.

Need to monitor the Following Reports for the New Product:

Develop, Monitor and analyze warranty claims for EV products, tracking trends and critical items, and ensuring corrective actions are implemented through the Field Report Tracker and Failure Part Tracking.

Service bulletin creation:

Develop and communicate service bulletins to Field Teams based on complaint trends from FOR and warranty failures, ensuring proper validation after design-level modifications are made at the plant level.

Once Modification is done at the plant level on the product improvement or value engineering,

Need to communicate in Service Bulletin format to Field Team with Proper Validation.

Field visit on analysis:

Conduct joint visits with Plant Teams to analyze root causes of EV-related issues, identifying areas for improvement, and implementing corrective actions.

Field support:

Provide technical support for critical EV issues through hotline calls, vehicle diagnosis, and

training, ensuring prompt resolution and minimizing downtime.

SOP creation:

Need to coordinate QA / PD for Critical Issues through the Standard Operating Procedure

Customer Complaint Analysis:

Analyze customer complaints generated through different modes, identifying trends and

collaborating with respective teams for corrective actions, including Non-Product issues with the

field team and Product issues with the Plant team.

SOP Adherence Monitoring:

Monitoring the progress of the SOP implementation at field both at ASM and dealer. Follow up with the concerned field team for early completion.

Competitor Model Study:

Conduct benchmarking studies of competitor EV models, submitting findings and

recommendations for improvement.

Service Accessibility and Maintenance:

Define Service Accessibility and Maintenance procedures for new EV products, including Flat Rate Time (FRT) for labor billing, ensuring efficient and effective service delivery.

Automation of Backend reports

QRMS:

Product issue resolution - 15 days for process, 30 days for quality, and 60 days for design issues

Reducing unplanned visits to the workshop by customers before 1st service

Compliant trend monitoring and proactive decision making for service campaign/service updates to field employees

What you'll bring:

Experience:

7 to 9 years in the aftersales (automotive industry) function as an area service manager. He should have good technical skills and exposure to handling customer complaints.

Hands-on field experience would be preferable

Good customer handling skills and Excel skills

Qualification: