MGR (TECHNICAL SUPPORT - UB) (Akurdi, Maharashtra, India) at Bajaj Auto

Job Description

Job Title:

Mgr/Asst Mgr - Technical Support

Level:

L3

Function:

  Service Support,Product & CDMS

Department  (Sub-function)

NA

Internal

External

Direct

Urbanite>Service, Operations>Manufacturing>EV

Dealership

Indirect

Educational Qualifications

Essential: Engg- Electrical, Electronics & computer science || Electrical And Electronics Engineering

Preferred Institution: NIT & Equivalent

Desired Qualification: ||

||

Work Exp

Min: 3

Max:6

Industry Specification

Automobile, Consumer Durables

Addnl Requirements

Age

Min: 32

Max: 60

Need for travel

70

Technical/Functional

Technical Competencies:

• Field failure analysis and reporting

• Root cause identification and troubleshooting

• Product validation through field trials (CUFT)

• Coordination with R&D for technical issue resolution

• Design for Serviceability (DFS) support

• Pre- and post-launch product technical support

• Competitor benchmarking and technical comparison

• Warranty data analysis and trend identification

• Evidence-based failure data collection

• Understanding of automotive/service tools and diagnostics

Functional Competencies:

• Cross-functional coordination (Field, R&D, Manufacturing)

• Customer feedback management and action planning

• Field team support and guidance

• Planning and execution of technical training programs

• Stakeholder communication and escalation handling

• Service readiness planning for new product launches

• Advisory and awareness program creation

• Data-driven decision-making and reporting

• Field visit planning and complex issue resolution

• Presentation of key issues in forums (e.g., REQP)

Behavioural

 L3 - ACT - Continuously raise the bar; Ensure results with speed; Meet customer expectations

5. KEY RESPONSIBILITIES

• Coordinate between Field Teams, R&D, and Manufacturing to ensure swift resolution of field failures and product issues.

• Collect, analyze, and communicate customer feedback on product changes and enhancements to drive continuous improvement.

• Support and guide field teams in troubleshooting, maintenance practices, and resolution of complex technical issues.

• Plan and execute technical training programs to enhance field readiness and product handling skills.

• Manage stakeholder communication and handle escalations by facilitating timely and effective technical resolutions.

• Ensure service readiness for new product launches, including availability of tools, kits, and technical training (Train-the-Trainer).

• Identify the need for and drive awareness/advisory programs to maintain service quality and product performance.

• Utilize data-driven insights from warranty claims, field failure reports, and customer feedback to inform decision-making.

• Conduct field visits for issue validation, root cause analysis, and hands-on support to the field service team.

• Present key issues and insights in forums such as REQP for further analysis and resolution planning.