Head Customer Support – Industrial Defence, Marine & NPP

Kirloskar Oil Engines Limited; Pune District; On-site; INR 4,500,000 - 7,000,000; Full time

Job summary

Kirloskar Group in Pune leads Pan-India service operations for high-horsepower diesel engines in Defence, Marine, Nuclear, and Power Generation sectors. The role drives field service, customer quality, and technical training for channel partners and field engineers.

Requires 15–20 years in after-sales service with techno-commercial expertise, and willingness to travel to naval dockyards, defence establishments, and power sites across India.

Qualifications

• 15–20 years of progressive after-sales service experience.
• Proven leadership of 10–12 direct/indirect reports.
• Expertise in diesel engines for defence, marine, and power generation.
• Strong root-cause analysis and 8D/5-Why methodologies.

Responsibilities

• Pan-India Service Operations Management: lead field service across India.
• Drive end-to-end Customer Quality Operations and CAPA.
• Direct and govern Technical Training Services for channel reps and field engineers.
• Enforce Field Complaint SLA compliance with 48-hour resolutions.
• Manage and elevate service channel partners and regional nodes.
• Interface as primary technical quality contact for institutional customers.
• Collaborate with R&D and Manufacturing Quality to feed field insights.

Skills

Diesel engine systems

Service management

Root cause analysis

Channel governance

Field service leadership

Travel readiness

Education

B.E./B.Tech Mechanical Engineering

B.E./B.Tech Electrical Engineering

Job description

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 in Industrial 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

Medium and Large Diesel Engines supplied for Defence, Marine, Nuclear, and Stationary Power Plants