Technical Support Manager (Automotive)

Position Summary

The Technical Support Manager is responsible for leading technical support and after-sales operations, ensuring high product reliability, fast issue resolution, and superior customer satisfaction. This role acts as the bridge between the field, dealers, and factory in Manaus and India, driving continuous improvement in product quality, service capability, and customer experience, while supporting business performance through after-sales excellence.

Key Responsibilities

1. Technical Support & Field Operations (Primary Focus)

• Lead technical support operations, ensuring timely and effective resolution of product issues in the field.
• Act as the main interface between dealers, service teams, and factory engineering for technical escalations.
• Develop and implement standardized diagnostic procedures and troubleshooting guidelines.
• Monitor and reduce technical issue resolution time (TAT) and improve first-time fix rates.
• Conduct root cause analysis (RCA) and ensure corrective and preventive actions (CAPA) are implemented.
• Support critical cases and high-impact technical failures directly with dealers and customers when required.
• Ensure proper documentation and knowledge management of technical cases and solutions.
• Lead field visits and technical audits to ensure service quality and adherence to standards.

2. After-Sales Excellence & Service Quality

• Drive service quality standards across the dealer network.
• Monitor and improve key after-sales KPIs (service quality, repeat repairs, warranty claims, customer satisfaction).
• Ensure effective warranty diagnosis, validation, and claims handling processes.
• Work closely with parts teams to ensure the availability of critical components for repairs.
• Support initiatives to improve service absorption and after-sales profitability.
• Implement continuous improvement programs based on field feedback and performance data.

3. Dealer Technical Capability Development

• Develop and deliver technical training programs for dealer technicians and service teams.
• Assess dealer technical capability and implement improvement plans.
• Ensure proper use of diagnostic tools, equipment, and service processes.
• Create and maintain technical manuals, service bulletins, and training materials.
• Promote best practices and standardization across the network.

4. Product Quality & Engineering Feedback Loop

• Capture, analyze, and report field quality issues to engineering and manufacturing teams.
• Collaborate with R&D and quality teams to resolve recurring product issues.
• Support new product launches by ensuring the technical readiness of the dealer network.
• Contribute to product improvement initiatives based on real-world usage and failure analysis.

5. Customer Experience & Retention

• Ensure high levels of customer satisfaction through effective technical issue resolution.
• Support customer complaint handling and escalation management.
• Drive initiatives to improve service experience and customer trust.
• Implement feedback mechanisms (NPS, surveys) and act on insights.

6. Commercial & Marketing Support (Secondary Focus)

• Provide technical insights to support marketing and product positioning.
• Support campaigns related to service programs, accessories, and extended warranty.
• Contribute to product launches with technical training and readiness.
• Assist in identifying opportunities for after-sales revenue growth through technical services.

Qualifications & Skills

• Graduation in Engineering
• Strong experience in technical support, diagnostics, and after-sales operations in the automotive or motorcycle industry.
• Deep technical knowledge of vehicles, systems, and troubleshooting methodologies.
• Experience with warranty systems, RCA, and quality processes.
• Strong analytical and problem-solving skills.
• Experience working with dealer networks and field teams.
• Ability to translate technical issues into actionable business improvements.
• Strong communication and stakeholder management skills.