Assistant Manager - Product Support

Responsibilities & Key Deliverables

1. Provide technical support and expert guidance to field teams for efficient identification, analysis, and resolution of product issues, ensuring minimal downtime and enhanced customer satisfaction.
2. Lead and coordinate the preparation for service readiness of both new and existing products, encompassing comprehensive documentation development, pricing strategies for parts, inventory management for parts availability, training program execution, and tooling provision to support maintenance activities.
3. Ensure punctual creation and dissemination of essential service documents, including service bulletins, parts catalogues, operator manuals, service manuals, and excellence kits, to support field technicians and end users effectively.
4. Collaborate closely with Quality Assurance, field teams, and suppliers for thorough analysis and resolution of critical field complaints, driving continuous improvements and timely supplier bill settlements to maintain operational harmony.
5. Oversee the printing, updating, and distribution of operator manuals, ensuring accessibility and readiness of these resources at all relevant stockyards within the distribution network.
6. Partner with the homologation team to facilitate literature readiness, ensuring compliance and support for product homologation processes at the Budhni facility.
7. Drive initiatives to enhance the digitisation of product support activities, integrating emerging technologies to streamline service processes and improve information accessibility.
8. Monitor and report on key performance indicators related to product support activities, providing insights and recommendations to management for strategic improvements.

Preferred Industries

Education Qualification

This position mandates a robust technical foundation, preferably secured through formal engineering education. Ideal candidates will hold a Bachelor of Engineering (BE) degree in Mechanical Engineering or a Bachelor of Technology (B-Tech) degree in Agriculture Engineering or related disciplines. This educational background ensures an in-depth comprehension of mechanical systems and agricultural machinery pertinent to the organisation's product portfolio.

Candidates who have pursued additional certifications or specialized training in technical product support, quality management systems, service operations, or project management will possess a distinct advantage. Demonstrated engagement in continuous professional development through workshops, seminars, or courses focused on the latest advancements in digitisation and artificial intelligence applications in product support is highly encouraged and valued.

The role also benefits from candidates educated in technical writing or documentation standards to ensure the creation of clear and concise service literature aligned with industry best practices.

General Experience

Applicants must demonstrate a well-rounded blend of competencies, including comprehensive product and application knowledge necessary to provide effective technical support and troubleshoot complex product issues promptly. A customer-centric approach is mandatory, with an emphasis on understanding the unique needs of end-users and delivering responsive, high-quality service.

Strong analytical capabilities and problem-solving skills are vital for dissecting root causes of field complaints and facilitating innovative solutions that enhance product reliability and customer satisfaction. The ability to conceptualise and implement process improvements, especially through the integration of digital tools and artificial intelligence, will be a valued attribute.

Excellent communication skills, both verbal and written, are essential for articulating technical information clearly to diverse stakeholders including field teams, suppliers, and management. Proficiency in IT tools, notably the MS Office suite and SAP, is indispensable for managing service documentation, conducting reporting, and coordinating multi-stakeholder activities efficiently.

Success in this role requires a collaborative mindset and strong interpersonal skills to foster productive relationships across various functional teams and external partners. Applicants should be robust in managing multiple priorities within a fast-paced environment, exhibiting dedication, resourcefulness, and professionalism at all times.

Critical Experience

Critical experience for this role includes a substantial track record in technical support or product support functions within the agricultural machinery sector or similarly complex mechanical equipment industries. Proven experience in working alongside field service teams to efficiently resolve product-related challenges and orchestrate comprehensive service readiness activities is paramount.

Demonstrated capability to work collaboratively with quality assurance departments, suppliers, and homologation units to identify issues, drive corrective actions, and implement effective solutions is essential. Experience managing supplier communications, including prompt billing reconciliation and parts inventory coordination, is highly beneficial.

Candidates with hands-on experience in digitisation projects and the application of artificial intelligence methodologies to enhance product support and service workflows will be uniquely positioned to excel. Demonstrated contributions to the development of service documentation—such as service bulletins, parts catalogues, and operational manuals—and working within SAP environments will strengthen candidacy.

Ideal candidates are adaptable, detail-oriented professionals who excel in managing concurrent service deliverables with a steadfast commitment to continuous improvement and a customer-focused service ethos, reinforcing the company's reputation for excellence.

System Generated Core Skills

System Generated Secondary Skills