Product Support Specialist- CTS

Your role

Product Support Specialist - Optimizations, Drives & Controls 

1. Technical Support 

Provide technical support to the field service engineers in order to increase smooth service execution; Share knowledge; Coordinate technical issues with team leaders, sales, service, logistics in order to come to a customer friendly and satisfactory solution 

Handle major /complex technical issues by site visit  

To improve service execution, customer satisfaction & to improve the level of competence of team 

2. Product quality 

Identify product quality issues by tracking recurrence service & warranty claims, conduct a RCA and present to NTSM for review; Participate in pre-launch audits & provide recommendations to NTSM on improving product performance & reducing warranty claims; Participate & represent CTS in the local TCMs /PQMs 

To improve the overall product quality 

3. Erection and Commissioning 

Understand the after-sales commitments for sales order including timelines, training, warranty. Prepare erection & commissioning plan, resource & training requirements; Conduct site visits for complex erections, new machines, etc.; Resolve & provide input on on-ground technical issues raised by service teams & customer 

To achieve smooth & timely erection and commissioning of machines 

4. Service operations 

Conduct service reviews for existing products & market surveys for new products. Present the report to NTSM for review; Understand product specifications from the product team; Create & update service manuals & part lists ; track the status of stocks for the new products  from logistics & monitor &correct the stock on request ; identify the needed stock for release of new products & ECBs; Identify the different safety requirements for different service activities & eventually design /foresee the required tools and accessories; Investigate & report fire incidents as per the group guidelines 

To improve safe & efficient service operations & minimize escalations. 

5. Warranty claim administration 

Approve the warranty claim within 48hrs; Check for the claim falling under warranty; Conduct a detailed analysis of the claim & apportion the cost to sales & PC ; If required, prepare a warranty claim statement for the month and present it to NTSM for review and report it in the WANT/ New Want; Resolve technical escalations from the FSE 

To resolve the warranty claims within the agreed timeline 

6. Competence development 

Receive training delivery schedule from the competence manager, develop training modules followed by knowledge qualification tests; deliver training to service engineers as per agreed plan on site or at the dedicated training center. Identify & create demo material to make the training more effective.  

In addition, provide technical training on products of equipment & CTS for the equipment & CTS sales team. Conduct the technical updated meeting to make awareness on technical development to FSE.  

7. Service agreements with vendors 

Identify & develop service level agreements & franchises with supplier Develop a solid support structure in the field for brought out items with 3rd party vendors; Regular follow up with vendors for pending issues towards early resolution 

8. Systems & process development 

Play a key role in developing & implementing new systems & processes supporting the sales operations & technical support in the daily activities, (i.e. WANT for distributors, Smart Link, MAM,) implementations 

To succeed, you will need

In return, we offer

• Culture of trust and accountability


• Lifelong learning and career growth




• Comprehensive compensation and benefits


• Health and well-being

Job location

On-Site
This role requires you to work on-site at our office in Pune, India. You will be part of a dynamic team and enjoy the benefits of face-to-face collaboration.