Regional Technical Support - ICE Professional

TVS Motor; Lucknow; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

TVS Motor in Lucknow seeks a Regional Technical Support - ICE to sustain and improve aftersales technical support by driving VPS and FTR metrics. You will coordinate with dealers, area teams, and HO to ensure timely diagnosis, knowledge sharing, and warranty issue resolution across the North zone.

Fluency in English required; Hindi/regional language a plus. Role involves leading technical support for ICE vehicles, coordinating field activities, and contributing to continuous process improvements

Qualifications

• B.Tech / M.Tech in Automobile/Mechanical required.
• 3–5 years field experience with customer complaint handling.

Responsibilities

• Ensure all critical ICE product problems in the Zone get addressed within SLA by aiding area team technically.
• Improve First time right through correct diagnosis by usage of special tools and diagnostic tools at dealership
• Execute critical M1, M2, M3 actions for the zone by leveraging dealer support and Daily report circulation to applicable dealers
• Ensure awareness of latest technical solutions and procedures across the zone through continuous awareness camps and OJTS.
• Provide product feedback regularly to HO team and QAD to improve product quality.
• Support area team and enable them to solve critical warranty issues.
• Deploy M2/M3 technical update initiatives at all dealers
• Participate and assist in executing CUFT and AFT of future mobility products for their region and sharing competetion feedback on regular interval to HO
• Review of low VPS dealers with ASM/NSM (monthly) Zone wise bottom VPS/FTR dealers

Skills

Core tech

Zonal lead service

Zonal technical manager

Field technical

Education

B.Tech / M.Tech Automobile/Mechanical

Job description

Job Summary

Position description: Sustain and Improve after sales technical support for ICE Vehicles by owning Vehicle Performance Satisfactory (VPS) & First Time Right (FTR) metric for their zones.

Office Location: Lucknow

Role Details

Designation: Regional Technical Support - ICE

Department: Service (H)

Section: Service (NZRONR1) - North 1

Qualifications

Education Qualification: B.Tech / M.Tech Automobile/Mechanical

Experience & Sector

Required Experience: Total 3 to 5 years Field experience and Handling customer complaints

Target Companies / Industry / Sector: Automobile

Skills & Source

Key words to source profile/ Must have skills: Core tech, zonal lead service, zonal technical manager, Field technical

Required Competencies

• Product Awareness
• Problem Solving
• Automotive Fundamentals
• Product Service
• Information Systems

Role Description

• Ensure all critical ICE product problems in the Zone get addressed within SLA by aiding area team technically.
• Improve First time right through correct diagnosis by usage of special tools and diagnostic tools at dealership
• Execute critical M1, M2, M3 actions for the zone by leveraging dealer support and Daily report circulation to applicable dealers
• Ensure awareness of latest technical solutions and procedures across the zone through continuous awareness camps and OJTS.
• Provide product feedback regularly to HO team and QAD to improve product quality.
• Support area team and enable them to solve critical warranty issues.
• Deploy M2/M3 technical update initiatives at all dealers
• Participate and assist in executing CUFT and AFT of future mobility products for their region and sharing competetion feedback on regular interval to HO
• Review of low VPS dealers with ASM/NSM (monthly) Zone wise bottom VPS/FTR dealers

Managing points (Key KPI/KRA's)

• ICE Service VPS for their zone
• ICE Service FTR for their zone
• M2 / M3 action implementation at dealer level tracking
• Quality PPFR Incident raised Vs Parts dispatch to HO status Tracker - Received % of PPFR parts from field <7 days
• % of Technical HOCC complaints closure where M1 /M3 solution available within 48 hours. (excluding complaints related to parts/solution not available)
• No. of OJT's per zone (every month at least 10)
• Service Camp at low VPS dealers (1 camp per month per SE's)

Key Role Description

• Ability to liaison with Dealer, Area team (Sales/Service), Relationship team and HO based teams.
• Great communication skills in English is a must be requirement. Fluency in Hindi and regional language will be good to have.
• Presence of mind with a combination of situational awareness and an ability to proactively address concerns and anticipate issues based on the available data is a key requirement.
• Candidate should be passionate about the product. Curiosity and excitement about new technology is a great thing to have.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.