Product Support Manager

2 weeks ago

Pune, Maharashtra, India Eminence Infotech Pvt. Ltd. Full time ₹ 9,00,000 - ₹ 12,00,000 per year

HIRING FOR A CLIENT - A globally recognized manufacturer of high-performance electrical components

NOTE - This position is not for IT people. Only talent from Manufacturing background apply.

We are seeking a dedicated and technically proficient
Product Support Manager (Manufacturing background)
to lead/ support post-sale support and technical service efforts. The ideal candidate will manage all customer support activities, ensuring product reliability and high customer satisfaction across OEMs and retail clients. The position involves frequent travel to customer sites to resolve complaints and add new service dealers across India.

Key Responsibilities

· Respond to customer issues regarding mechanical, electrical, and electronic components

· Analyze problems, recommend solutions, and oversee resolution

· Coordinate with technical and sales teams to ensure successful product usage

· Provide hands-on installation assistance, training, and product performance monitoring

· Develop a service dealer network

· Generate sales revenue by selling spares / consumables to prospective customers / dealers

· Maintain product documentation, including manuals and service records

· Deliver customer service reports and gather product feedback

· Identify recurring issues and recommend product improvements

· Ensure adherence to service and quality standards

· Assist in ISO 9000 process documentation and compliance

Key Performance Indicators (KPIs)

· Reduction in service response/resolution time

  • Customer satisfaction and feedback score
  • Repeat service request rate
  • Volume of product improvements initiated based on support insights
  • Support process compliance and documentation accuracy

Qualifications & Experience

  • Bachelor's degree in Automobile/ Mechanical Engineering – Mandatory
  • Exposure and hands on experience of 3 to 4 years in service, repairs and maintenance of Petrol and Diesel Engines and Generators is a MUST.
  • Familiarity with disassembly, assembly of engines of reputed make
  • Familiarity with ISO 9000 and service documentation protocols
  • Excellent communication and troubleshooting skills
  • Customer-centric approach and fieldwork experience

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