Head of Customer Support

Role Objective: Spearhead Pan-India Service Operations, Technical Training Services, and Customer Quality Operations for specialized high-horsepower medium and large diesel engine applications across Defence, Marine, Nuclear, and Stationary Power Plant business segments.
PRIMARY RESPONSIBILITIES & KEY RESULTS
Pan-India Service Operations Management: Spearhead complete field service operations across India for Defence, Marine (propulsion & auxiliary), Nuclear, and Power Generation segments.
Customer Quality Operations: Drive end-to-end customer quality functions, field defect reporting, root cause analyses (RCA),and field corrective/preventive actions (CAPA) to improve product reliability.
Technical Training Services: Direct and govern comprehensive technical training programs for channel representatives, fieldservice engineers, and end-customer technical personnel.
Field Complaint SLA Compliance: Enforce strict operational SLAs ensuring prompt resolution of all critical field complaints and equipment breakdowns within 48 hours.
Strategic Channel Governance: Manage and elevate the capabilities of service channel partners, authorized service centers,and regional support nodes across North, East, West, and South regions.
Customer Quality Interface: Serve as primary technical quality contact for institutional customers including Indian Defence Forces, Coast Guard, Marine Authorities, and Power Utilities.
Cross-Functional Collaboration: Partner closely with R&D;, Manufacturing Quality, Plant Quality, and Supply Chain to feed field quality insights back into product design improvements.
COMPETENCIES, SKILLS & KNOWLEDGE
Technical & Fault Finding: Advanced diagnostic abilities for medium/large diesel engines, power generation systems, and control automation.
Product Application Knowledge: Deep understanding of engine application engineering across marine propulsion, defence auxiliaries, and nuclear backup systems.
Analytical & Diagnostic Skills: Structured root-cause analysis (8D, 5-Why) to address field failure trends and drive product quality improvements.
Techno-Commercial Service Management: Expertise in managing service contracts, warranty administration, spares management, and commercial negotiations.
Leadership & Team Building: Proven capability to coach, align, and motivate regional service heads and domain managers across multi-locational operations.
Work Environment & Travel: High adaptability to frequent Pan-India travel to naval dockyards, defence establishments, power plant sites, and customer locations.
Educational Qualification B.E. / B.Tech in Mechanical Engineering or Electrical Engineering
Specialization Category Techno-Commercial profile with hands-on exposure to customized service-heavy capital
products
Industry Background Diesel Engine Manufacturing / Heavy Engineering / Power Generation / Genset OEM
Overall Work Experience 15 to 20 years of progressive experience in after-sales service and customer support
Leadership Cadre Middle Management cadre experience managing a team of at least 10–12 direct/indirect reports
Required Product Knowledge / Expertise in Medium and Large Diesel Engines supplied for Defence, Marine, Nuclear, and Stationary Power Plants

Work arrangement
No