Technical Support Executive

• *Education:**

B. Tech Fulltime (Electrical / Electronics / Mechanical)

• *Experience:** 5\-10 yrs

JOB PURPOSE

Provide efficient technical support to field operations (domestic and export markets) by identifying root causes of issues in problematic vehicles.

Drive quality improvement and enhance customer satisfaction through the identification of critical defects, implementation of effective countermeasures, and monitoring and execution of market campaigns.

PRINCIPAL ACCOUNTABILITIES

Provide

technical support to field operations

across domestic and export markets.

Perform

root cause analysis

to identify causal components in problematic vehicles.

Coordinate with cross\-functional teams (design, manufacturing, quality) for

issue resolution

.

Identify

critical defects

impacting vehicle performance, safety, or customer experience.

Develop and implement

effective countermeasures

to prevent recurrence of issues.

Drive

continuous quality improvement initiatives

based on field feedback and data.

Monitor field concerns and analyze trends to enable

proactive problem detection

.

Plan, track, and execute

market campaigns/recalls/service actions

effectively.

Ensure

timely closure of field issues

and maintain proper documentation.

Support initiatives to improve

customer satisfaction and brand reliability

.

Maintain communication with stakeholders and provide

regular status updates and reports

.

MAJOR CHALLENGES

Managing

diverse and complex field issues

across both domestic and export markets with varying operating conditions and customer expectations.

Ensuring

accurate and timely root cause identification

, often with limited or inconsistent field data.

Coordinating with multiple cross\-functional teams to drive

quick resolution and consensus

on corrective actions.

Balancing

urgent field concerns

while simultaneously driving long\-term quality improvement initiatives.

Handling

high customer expectations

and pressure to minimize vehicle downtime and dissatisfaction.

Ensuring

effective implementation and monitoring of countermeasures

to prevent recurrence of issues.

Managing

time\-sensitive market campaigns/recalls

, including planning, execution, and closure within strict timelines.

Dealing with

data gaps, delayed feedback, or variation in field reporting quality

.

Keeping pace with

evolving technologies and product complexities

in modern vehicles.

Maintaining

consistent communication and transparency

with all stakeholders, including field teams and management.

DECISION MAKING

Analyze field data and perform root cause analysis to identify the likely causal part/component.

Prioritize field issues based on severity, safety, and customer impact.

Decide on initial troubleshooting approach and diagnostic methodology.

Monitor defect trends and initiate preliminary quality improvement actions.

Coordinate with field teams to ensure timely data collection and feedback.

Track progress and ensure closure of routine field issues within defined timelines.

Prepare and present technical reports and performance summaries.

INTERACTIONS

Internal Clients

Field Service / Dealer Support Teams

For collecting field data, validating issues, and implementing corrective actions.

Design \& R\&D Teams

To discuss technical concerns, validate root cause, and finalize design\-related countermeasures.

Quality Assurance \& Product Quality Teams

For defect analysis, trend monitoring, and driving quality improvement initiatives.

Manufacturing / Production Teams

To address process\-related issues and implement corrective actions at plant level.

Supplier Quality / Vendor Teams

To investigate component\-level defects and ensure corrective actions at supplier end.

Warranty \& Customer Support Teams

For understanding customer complaints, cost implications, and feedback trends.

Logistics / Spare Parts Team

To ensure availability of parts required for field fixes and campaign execution.

Management / Senior Leadership

For reporting critical issues, escalation, approvals, and strategic decision\-making.

External Clients

Dealers \& Service Centres (Domestic \& Export)

For real\-time issue identification, troubleshooting support, and execution of campaigns.

Customers / End Users (Indirect interaction)

Through feedback, complaints, and satisfaction insights.

Export Market Representatives / Distributors

To coordinate issue resolution and ensure alignment with regional requirements.