Technical Support Expert

1 day ago

Pune, Maharashtra, India beBeeElectricVehicle Full time ₹ 6,50,000 - ₹ 8,50,000

Job Title: Technical Services – Product Support Specialist

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The role of Technical Services – Product Support involves handling critical escalated technical issues. These issues are properly channeled as special reports or feedback to Research & Development through Central Quality Assurance. Exhaustive troubleshooting is performed, and guided service is provided.

Responsibilities:

  1. Ongoing productivity in dealing with product issues and resolution of escalations
  2. Supporting product escalations with resolutions
  3. Solving new model escalations with resolutions
  4. Ensuring quality by creating PFR drafts for product improvement
  5. Providing post-cut off part failure intimation and coordination with backend for production vehicles
  6. Sharing percentage of launched model product failure report with evidence and analysis of new issues
  7. Individual technical issues and analysis along with Service executive to boost technical understanding about the issues
  8. Managing warranty parts replacement with technical analysis and proper root cause
  9. Maintaining field fix tags on problematic vehicles to reduce cost to company
  10. Keeping debit to dealers under control for warranty replacements
  11. Creating a safe environment in dealerships
  12. Ensuring safety audits are followed once in all workshops by Territory Managers

Required Skills and Qualifications:

  • Electrical and Electronics of eV vehicle
  • DMS for flow of Failure reports/ Job Cards/ Repeat complaints/ Revisits/ Dealer Debits. SAP for Part /Failure/ Warranty tracking/ Dealer Debits
  • Excel for Reporting
  • Field Fix Management experience in Field Service
  • Awareness of safe workshop electrical practices for Workshop
  • Identification of chronic and critical service issues and proper channel escalation
  • Good Drafting skills for technical documentation
  • Chassis No./ Vendor part No. basic identification
  • Basic Finance knowledge for Finance

Desired Candidate Profile:

The ideal candidate must be an expert in Electric Vehicle technology to identify faults in the shortest Turn Around Time (TAT). They should be able to handle vendor and technical written communication in line with policies. The candidate must also be tech-savvy to handle technology of Dealer Management System (DMS), SAP, etc.

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