Assistant Manager - Technical Support

River; Bangalore Rural; On-site; INR 900,000 - 1,300,000; Full time

Job summary

River is seeking an experienced Technical Support professional with 3–5 years in Automotive or Electric Vehicle diagnostics. The role involves guiding service networks, analyzing field data, and driving corrective actions across engineering, QA, and manufacturing teams.

Strong collaboration, diagnostics, and process-improvement skills are essential. The position focuses on improving EV diagnostics, service manuals, and field feedback loops while ensuring rapid escalation handling and CPCA

Qualifications

• Bachelor’s Degree or Diploma in Mechanical/Electrical/Electronics/Automobile/Mechatronics engineering.
• 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.

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 with Engineering, 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 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.

Skills

EV systems diagnostics

Diagnostics

Cross-functional teamwork

Education

Bachelor’s Degree in Mechanical Engineering

Diploma in Mechanical/Automotive/Electrical

Job description

Key Responsibilities

1. Provide technical guidance to ASMs, dealers, and service centres for diagnosis and resolution of complex product issues
2. Support field teams in root cause identification using diagnostic tools, telematics, logs, and technical documentation
3. Ensure timely closure of escalated technical cases with minimum vehicle downtime
4. Develop and publish technical advisories, troubleshooting guides, and service bulletins
5. Analyse field failures using vehicle data, diagnostic reports, telematics, and warranty trends
6. Perform technical investigations to identify failure patterns and recurring concerns
7. Recommend immediate containment actions for critical field issues
8. Validate effectiveness of corrective actions before field implementation
9. Innovate Digital Diagnostics APPs/Tools
10. Coordinate closely with Engineering, Customer Quality Assurance (CQA), Manufacturing, Product Development, Supply Chain, Spare Parts, Service Operations & Business Applications
11. Ensure seamless communication and faster turnaround for technical escalations
12. Identify new product issues through field observations, warranty trends, customer complaints, and diagnostic analysis
13. Raise structured technical concern reports with supporting evidence
14. Present issues in Cross Functional Team (CFT) meetings
15. Drive timely implementation of Issue Containment Actions (ICA)
16. Follow up until Permanent Corrective Actions (PCA) are implemented and validated
17. Monitor effectiveness of corrective actions after implementation
18. Identify opportunities to improve diagnostic and service processes
19. Capture field feedback and convert it into actionable process improvements
20. Recommend & Develop enhancements to service manuals, troubleshooting procedures, and repair methods
21. Standardize best practices across the dealer network
22. Analyse warranty claims, repeat repairs, breakdowns, telematics, and field failure trends
23. Develop dashboards to monitor technical KPIs
24. Generate insights to support Engineering and Management decision-making
25. Predict emerging quality concerns using trend analysis and statistical techniques
26. Prepare technical reports, failure analysis reports, and product quality summaries
27. Maintain technical knowledge databases
28. Ensure all technical learnings are documented and communicated across the organization
29. Recommend technical training content for field teams and dealer technicians
30. Conduct technical workshops and webinars on new products, diagnostics, and repair procedures
31. Support skill enhancement initiatives for service teams
32. Drive First‑Time‑Right (FTR) initiatives
33. Reduce repeat repairs through effective diagnosis and corrective actions
34. Improve turnaround time for technical issue resolution
35. Support product quality improvement initiatives through structured field feedback

Ideal candidate

1. Bachelor’s Degree/Diploma in Mechanical Engineering, Electrical Engineering, Electronics Engineering, Automobile Engineering, or Mechatronics
2. Specialization or certification in Electric Vehicle Technology is preferred
3. 3–5 years of experience in Automotive or Electric Vehicle Technical Support, Product Quality, Service Engineering, or Diagnostics
4. Hands‑on experience in EV systems, diagnostics, and field issue resolution
5. Experience working with cross‑functional teams and product development