Head Integrated Product Support IPS

Proxima Human Capital Management; Faridabad District; On-site; INR 3,000,000 - 6,000,000; Full time

Job summary

Proxima Human Capital Management seeks a senior leader to build and run an integrated customer-support organisation for mission-critical electro-mechanical systems in India, spanning pre-sales through installation, warranty, AMC and end-of-life service.

You will drive RCA/CAPA, field service, spare-parts planning, training, documentation and service-network development to maximise equipment availability and exceptional customer satisfaction across domestic and international markets.

Qualifications

• 15+ years in integrated product support or after-sales for complex electro-mechanical equipment.

Responsibilities

• Lead end-to-end technical support through remote diagnosis and on-site troubleshooting.
• Integrate service functions across lifecycle into a single organisation.
• Drive structured Root Cause Analysis (RCA) and CAPA.
• Establish service inventory and spare-parts planning.

Job description

The company designs and manufactures mission-critical electro-mechanical and defence systems and is strengthening its customer lifecycle-support capability as it scales its domestic and international business.

The selected leader will build an integrated customer-support organisation covering the complete product lifecyclefrom pre-sales technical support through installation, commissioning, warranty, AMC, repairs, upgrades and end-of-life support.

The Opportunity

This is a customer-facing technical leadership role with responsibility for ensuring that mission-critical products continue to perform reliably throughout their operating life.

The incumbent will integrate technical support, field service, installation & commissioning, warranty, RMA, AMC, spare parts, customer training, technical documentation and service infrastructure into a single customer-focused function.

The ultimate objective is clear: maximise equipment availability and deliver exceptional customer satisfaction.

Key Responsibilities

Customer & Technical Support

• Lead end-to-end technical support through remote diagnosis, digital tools and on-site troubleshooting.
• Act as the primary technical interface with customers throughout the product lifecycle.
• Drive structured Root Cause Analysis (RCA) and Corrective & Preventive Actions (CAPA).
• Build knowledge databases around recurring field issues.

Pre-Sales Technical Support

• Support Business Development through product demonstrations, technical presentations, laboratory evaluations and Proof-of-Concept activities.
• Participate in customer field trials, technical evaluations and acceptance testing.
• Provide technical inputs for proposals, compliance matrices and bid qualification.

Installation, Commissioning & Training

• Lead installation, testing, commissioning, acceptance trials and system handover.
• Develop standard installation and commissioning processes.
• Establish effective operator and maintenance training programmes.

Warranty, RMA & Lifecycle Support

• Own the complete warranty-support function.
• Manage the Return Material Authorization (RMA) process from complaint registration through diagnosis, logistics, repair/replacement and closure.
• Ensure warranty and AMC commitments are fulfilled within agreed timelines.
• Plan upgrades, retrofits and long-term lifecycle-support programmes.

Service Network & Spare Parts

• Establish service inventory and critical spare-parts planning.
• Develop, qualify and manage Authorized Repair & Service Centres (ARSCs) in India and internationally.
• Define service standards and audit repair quality.
• Train and certify service-network personnel.

Technical Documentation

• Own customer-facing technical documentation throughout the product lifecycle.
• Develop and maintain User Manuals, Installation Manuals, Maintenance Manuals, Service Manuals, Illustrated Parts Catalogues, troubleshooting guides and technical bulletins.
• Drive configuration control and ensure documentation remains aligned with product revisions.

Field Service Operations

• Recruit, develop and manage Field Service Engineers.
• Improve response time, first-time fix rates, equipment availability and customer satisfaction.
• Provide structured field feedback to Engineering, Manufacturing, Quality and Supply Chain to continuously improve product reliability and maintainability.

Preferred Candidate Profile

We are looking for professionals with 15+ years of experience in Integrated Product Support, Technical Support, Field Service or After-Sales Support of complex electro-mechanical or mission-critical equipment.

Relevant experience could come from:

• Defence & Aerospace
• Defence Electronics
• Industrial Automation
• Telecom Infrastructure
• Power Electronics
• Test & Measurement
• Capital Equipment
• Complex Industrial Systems