Mgr (Service Support - Pb)

JOB DESCRIPTION

Job Title:  Manager – Product Support

Department:  Probiking Product Support / Service

Location: Pune

Job Purpose

To ensure robust product quality, diagnostic tool support, and field issue resolution for premium motorcycles through effective cross-functional coordination. This role is critical in enhancing product reliability, supporting new product launches, and ensuring superior customer satisfaction by resolving field issues with speed, accuracy, and technical expertise.

Qualification & Experience

• Qualification: B.E./B.Tech in Mechanical or Automobile Engineering

• Experience: Minimum 7 years in Product Quality, Technical Support, Product Evaluation, or Field Quality within the automobile industry

Key Responsibilities

1. Product Issue Resolution

• Identify, analyze, and validate product issues and communicate findings to the Quality team with comprehensive data and analysis.


• Coordinate with cross-functional teams and arrange live vehicles in the field for joint investigation and root cause analysis.

2. Ensure timely closure of issues and implementation of corrective and preventive actions.


3. Diagnostic Tool Management

• Manage diagnostic tool functionality, availability, and support for field and dealer teams.

4. Coordinate with internal and external stakeholders to resolve tool-related concerns and support upgrades or validations.


5. Product Actions & Field Fix Adherence


6. Drive timely execution and completion of product actions, service campaigns, and field fixes in coordination with quality and service teams. Support validation of service parts and pricing before model release.


7. Technical Diagnosis Support

• Provide advanced technical guidance to field teams for complex issues and assist in root cause analysis and resolution.

8. Conduct periodic benchmarking of competitor products and prepare comparative analysis reports on performance, reliability, and serviceability.


9. Field Engagement & Knowledge Sharing

• Conduct fortnightly townhalls with field service teams to discuss critical product issues, share learnings, and enhance field diagnostic capabilities.

Stakeholder Interaction

Internal:

 • Field Service Team

• R&D and Plant QA / CQA

• Warranty & Parts Departments

• Documentation / Technical Publication

External:

• Dealer Network (Service Heads, Technicians)

• Vendors / Tool Suppliers

Key Competencies

Technical / Functional:

• Strong diagnostic and analytical capability for complex product issues


• In-depth understanding of motorcycle systems and service operations


• Knowledge of product validation, testing protocols, and quality processes


• Data-driven approach with strong interpretation and analysis skills


• Effective presentation and reporting skills

Behavioral:

• Cross-functional collaboration and stakeholder management


• Result orientation with speed and accountability


• Strong communication and interpersonal skills


• Continuous learning mindset with passion for premium motorcycles


• Ability to work independently and manage multiple priorities

IT Skills:

• Proficiency in MS Excel, PowerPoint, and other analytical tools