Deputy Manager Technical - Customer Support

The Deputy Manager Technical-Customer Support will be responsible for leading the technical support function by providing advanced troubleshooting guidance, analyzing recurring faults, coordinating with factory/vendor teams for product issues, and ensuring effective resolution of escalated service cases. The role requires strong diagnostic ability, product knowledge, and collaboration with internal and external stakeholders to enhance service quality and customer satisfaction.

Key Responsibilities:

• Provide expert-level support for complex technical issues escalated from field service teams.
• Review and analyze customer complaints and return parts to identify root causes and recommend corrective actions.
• Work closely with factory/vendor teams for technical clarifications, product improvements, and resolution of repetitive faults.
• Develop and update troubleshooting guidelines, error code references, and technical service bulletins.
• Monitor field performance of products (ACs, Refrigerators, Washing Machines, etc.) and prepare regular feedback reports.
• Coordinate with regional trainers to provide them with technical inputs and updated knowledge for their training programs.
• Assist Managerin strategic initiatives and act as second-in-command in his absence.

Qualification:

• Bachelor’s in Mechanical/Electrical/Electronics Engineering.
• 5-7 years in technical support, preferably in home appliances/consumer electronics industry.
• Strong diagnostic and troubleshooting ability.
• Root cause analysis and reporting.
• Technical documentation (manuals, bulletins, reports).
• Coordination with vendors, factory, and internal stakeholders.
• Leadership, planning, and problem-solving skills.