Assistant Manager - Technical Support

Key Responsibilities * Provide technical guidance to ASMs, dealers, and service centres for diagnosis and resolution of complex product issues * Support field teams in root cause identification using diagnostic tools, telematics, logs, and technical documentation * Ensure timely closure of escalated technical cases with minimum vehicle downtime * Develop and publish technical advisories, troubleshooting guides, and service bulletins * Analyse field failures using vehicle data, diagnostic reports, telematics, and warranty trends * Perform technical investigations to identify failure patterns and recurring concerns * Recommend immediate containment actions for critical field issues * Validate effectiveness of corrective actions before field implementation * Innovate Digital Diagnostics APPs/Tools * Coordinate closely with Engineering, Customer Quality Assurance (CQA), Manufacturing, Product Development, Supply Chain, Spare Parts, Service Operations &Business Applications * Ensure seamless communication and faster turnaround for technical escalations * Identify new product issues through field observations, warranty trends, customer complaints, and diagnostic analysis * Raise structured technical concern reports with supporting evidence * Present issues in Cross Functional Team (CFT) meetings * Drive timely implementation of Issue Containment Actions (ICA) * Follow up until Permanent Corrective Actions (PCA) are implemented and validated * Monitor effectiveness of corrective actions after implementation * Identify opportunities to improve diagnostic and service processes * Capture field feedback and convert it into actionable process improvements * Recommend & Develop enhancements to service manuals, troubleshooting procedures, and repair methods * Standardize best practices across the dealer network * Analyse warranty claims, repeat repairs, breakdowns, telematics, and field failure trends * Develop dashboards to monitor technical KPIs * Generate insights to support Engineering and Management decision-making * Predict emerging quality concerns using trend analysis and statistical techniques * Prepare technical reports, failure analysis reports, and product quality summaries * Maintain technical knowledge databases * Ensure all technical learnings are documented and communicated across the organization * Recommend technical training content for field teams and dealer technicians * Conduct technical workshops and webinars on new products, diagnostics, and repair procedures * Support skill enhancement initiatives for service teams * Drive First-Time-Right (FTR) initiatives * Reduce repeat repairs through effective diagnosis and corrective actions * Improve turnaround time for technical issue resolution * Support product quality improvement initiatives through structured field feedback Ideal candidate * Bachelor’s Degree/Diploma in Mechanical Engineering, Electrical Engineering, Electronics Engineering, Automobile Engineering, or Mechatronics * Specialization or certification in Electric Vehicle Technology is preferred * 3–5 years of experience in Automotive or Electric Vehicle Technical Support, Product Quality, Service Engineering, or Diagnostics * Hands-on experience in EV systems, diagnostics, and field issue resolution * Experience working with cross-functional teams and product development