Customer Support

1 day ago

Pune Maharashtra, India Kirloskar Oil Engines Full time

**Location**:
Pune

**Experience**:
10 to 15 year(s)
- Lead, mentor, and develop a large team of product support engineers and technicians, ensuring high performance, motivation, and continuous skill enhancement.
- Oversee resource allocation, scheduling, and performance reviews for the product support team.
- Foster a culture of customer-centricity, technical excellence, and proactive problem-solving within the team.
- Technical Product Support & Escalation Management
- Provide expert-level technical guidance and support for complex field issues related to diesel engines, gas engines, alternators, control panels, and synchronization systems.
- Manage and prioritize critical customer escalations, ensuring prompt investigation, root cause analysis, and timely resolution.- Implement robust processes to track, monitor, and close the loop on all product support issues efficiently.
- Product Quality & Improvement Initiatives
- Drive and lead Product Quality Council meetings from a product support perspective, providing critical field insights and data for continuous product improvement.
- Champion infant care processes from product support, ensuring new product introductions are well-supported and early field issues are swiftly addressed.
- Collaborate closely with R&D, Quality, Manufacturing, and Sales teams to identify recurring issues, implement corrective actions, and contribute to design enhancements.
- Field Operations & Analysis- Work closely with field teams to provide effective on-site support and technical assistance to customers.
- Possess strong expertise in field failure analysis, accurately diagnosing issues and recommending effective solutions.- Develop and implement strategies to minimize product downtime and enhance customer satisfaction.
- Cross-functional Collaboration & Communication:

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