Lead Technical Services

ROLE Lead Technical Service

1. Purpose

To enhance customer satisfaction and product reliability by providing technical

support for field issues, ensuring timely closure of product performance and failure

reports (PPFR), supporting new product development and validation activities,

driving product quality improvement initiatives, enabling service digitization projects,

ensuring service tool readiness, and continuously improving service experience and

customer satisfaction in EV cargo portfolio.

2. Role Description

1. Technical Support :

a. Lead investigation and closure of field-reported product performance and failure

reports (PPFR) within defined timelines

b. Conduct root cause analysis and coordinate with cross-functional teams for

effective resolution of product issues.

2. Customer Satisfaction

a. Continuously monitor customer concerns and service-related feedback.

b. Drive initiatives aimed at improving NPS and reducing repeat complaints.

c. Analyse customer feedback and recommend improvement actions to relevant

functions.

3. Field Issues Management & Technical escalation

a. Conduct field visits and dealer audits to understand technical concerns.

b. Provide technical guidance to dealer service teams and regional support teams.

c. Ensure critical vehicle issues are escalated and resolved effectively.

4. Cross Functional Coordination

a. Collaborate with R&D, Quality, Manufacturing, Service Engineering, Product

Management and Dealer Development teams.

b. Present field learnings and improvement recommendations to internal

stakeholders.

c. Facilitate implementation of corrective actions across product and service

functions.

5. Requirements

a. Engineering graduate with a

automotive background prefered

b. A minimum of 8-10 years in a leading

OEM

c. Commercial vehicle industry

experience in EV domain will be an

added advantageRole & responsibilities

Preferred candidate profile