Technical Service Manager - Auto

Berger Paints; Chennai District; On-site; INR 350,000 - 700,000; Full time

Job summary

Berger Paints in Chennai seeks a Technical Support Specialist to provide technical assistance to OEMs, dealers, distributors and customers, diagnose performance issues at sites, and recommend suitable products.

You will visit customers, build relationships with automotive manufacturers and workshops, conduct product demos, train teams, run trials, handle complaints, and collaborate with Sales, QA and R&D to ensure successful project execution.

Responsibilities

• Provide technical assistance to OEMs, dealerships, distributors, and end customers.
• Diagnose and resolve product performance issues at customer sites.
• Handle technical complaints and ensure timely closure.
• Recommend suitable products based on customer applications.
• Conduct regular customer visits to understand technical requirements.
• Build strong relationships with automotive manufacturers, workshops, and channel partners.
• Support key customers during product trials and implementation.
• Conduct product demonstrations and technical presentations.
• Train customers, distributors, mechanics, and sales teams on product applications and best practices.
• Prepare technical manuals, SOPs, and application guidelines.
• Plan and execute product trials at customer locations.
• Monitor trial performance and collect feedback.
• Prepare trial reports and recommend improvements.
• Investigate product failures using root cause analysis (RCA).
• Coordinate with Quality and R&D teams for CAPA.
• Ensure effective resolution of customer complaints.
• Provide pre-sales and post-sales technical support.
• Assist the sales team during customer meetings and technical discussions.
• Support product launches with technical expertise.
• Work closely with Sales, Marketing, Manufacturing, Quality Assurance, and R&D.
• Communicate customer feedback for product development and improvements.
• Ensure smooth execution of customer projects.
• Maintain records of technical visits, trials, complaints, and resolutions.
• Prepare monthly technical service reports and performance dashboards.
• Update CRM with customer interactions and technical activities.
• Ensure compliance with company quality standards and industry regulations.

Job description

Role & responsibilities

1. Technical Support

• Provide technical assistance to OEMs, dealerships, distributors, and end customers.
• Diagnose and resolve product performance issues at customer sites.
• Handle technical complaints and ensure timely closure.
• Recommend suitable products based on customer applications.

2. Customer Visits & Relationship Management

• Conduct regular customer visits to understand technical requirements.
• Build strong relationships with automotive manufacturers, workshops, and channel partners.
• Support key customers during product trials and implementation.

3. Product Demonstration & Training

• Conduct product demonstrations and technical presentations.
• Train customers, distributors, mechanics, and sales teams on product applications and best practices.
• Prepare technical manuals, SOPs, and application guidelines.

4. Product Trials & Validation

• Plan and execute product trials at customer locations.
• Monitor trial performance and collect feedback.
• Prepare trial reports and recommend improvements.

5. Complaint Handling

• Investigate product failures using root cause analysis (RCA).
• Coordinate with Quality and R&D teams for corrective and preventive actions (CAPA).
• Ensure effective resolution of customer complaints.

6. Sales Support

• Provide pre-sales and post-sales technical support.
• Assist the sales team during customer meetings and technical discussions.
• Support product launches with technical expertise.

7. Coordination with Internal Teams

• Work closely with Sales, Marketing, Manufacturing, Quality Assurance, and R&D.
• Communicate customer feedback for product development and improvements.
• Ensure smooth execution of customer projects.

8. Documentation & Reporting

• Maintain records of technical visits, trials, complaints, and resolutions.
• Prepare monthly technical service reports and performance dashboards.
• Update CRM with customer interactions and technical activities.

9. Compliance & Safety

• Ensure compliance with company quality standards and industry regulations.
• Follow EHS (Environment, Health & Safety) guidelines during site visits.
• Promote safe handling and application of automotive products.