Technical Support Executive

• 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.

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

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

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

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

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

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

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

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

• 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.

To coordinate issue resolution and ensure alignment with regional requirements.