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Technical Services – Product Support
3 months ago
Roles and Responsibilities
Technical Services – Post Launch Support & Troubleshooting is very critical to handle 'LIVE' escalated technical issues. They need to be channelized properly as special report/feedback to Research & Development (R&D) through Central Quality Assurance (CQA). Also such technical reports are after-effect of exhaustive troubleshooting, which has to be handled and guided. Service Executives (Dealer) escalate technical issues to Territory Manager-Service who in turn seeks guidance from this profile.
Responsibilities
P - Productivity: Optimum productivity to deal with Product issues and resolution of escalations
Product escalations to be supported with resolutions.
Any other New Model escalations tyo be supported with resolutions
Q - Quality: PFR draft creation for product improvement. Ensuring post cut-off part failure intimation, and coordination with backend for production vehicles
%age of Launched Model Product Failure Report (PFR). Proper feedback to be shared with Research & Development (R&D) through Central Quality Assurance (CQA) with evidence and analysis of new issues.
%age of New Model. Proper feedback to be shared with R&D through CQA with evidence and analysis of new issues.
Individual technical issues and analysis along with Service executive to boost the technical understanding about the issues.
C - Cost: Warranty Parts replacement with technical analysis and proper root cause.
Field fix tag on problematic vehicles to reduce the cost to company and monitoring for speedy replacement in field vehicles
Keep Debit to Dealers under control for Warranty Replacements
S - Safety: Create Safe environment in Dealerships
Ensure Safety Audit is followed once in all workshops by Territory Managers
Skills and capabilities required to execute the role
Desired Candidate Profile
Candidate Must be an expert in Electric Vehicle technology to identify the faults in shortest Turn Around Time (TAT)Ability to handle Vendor and Technical written communication in line with policies.
Must be tech Savvy to handle technology of Dealer Management System (DMS), SAP, etc.
