Team PAKKA is looking for a Technical Support Lead who will collaborate closely with cross -functional teams to deliver superior customer experience and drive continuous improvement in technical services.

Key Responsibilities includes:


A. Customer Support & Experience


- Lead the technical support operations to ensure timely, accurate, and high -quality responses to all customer queries.

- Build a culture of responsiveness and customer delight, with continuous monitoring of customer satisfaction.

- Establish and maintain structured mechanisms such as surveys, feedback forms, and NPS assessments.

B. Product Development Support

- Engage with customers to understand product development needs and translate feedback into actionable inputs for R&D; and Production teams.

- Ensure zero delays in delivering product trials, tests, and improvements as committed.

C. Technical Issue Resolution & Root Cause Analysis

- Oversee end -to -end resolution of customer issues — identification, investigation, RCA, corrective action, and closure.

- Develop and maintain SOPs, troubleshooting manuals, and a technical knowledge base for the team.

D. Cross -Functional Coordination

- Partner with Sales, Quality, Production, and R&D; to ensure seamless technical support.

- Communicate key customer concerns and improvement opportunities to internal stakeholders.

E. Data, Reporting & Insights

- Track and analyse KPIs including TAT,



issue closure rate, customer satisfaction, and repeat issues.

- Use data insights to drive preventive actions and continuous improvement initiatives.

F. Process Excellence & Continuous Improvement

- Strengthen support processes by implementing upgrades, automation, standardized workflows, and quality audits.

- Work towards reducing recurring issues and improving first -time resolution rates.

G. Team Leadership & Capability Building

- Build a strong technical support team through regular coaching, training, and skill development.

- Set performance goals, conduct periodic reviews, and ensure capability enhancement aligned with business needs.

3. Key Skills & Competencies


A. Technical Skills

- Strong understanding of manufacturing processes, product applications, and industrial troubleshooting (tailor to your sector).

- Experience in quality systems, root cause analysis tools (5 Why, Fishbone, RCA).

- Expertise in creating and managing technical documentation, SOPs, and manuals.

- Ability to interpret product specifications, test results,



and customer requirements.

B. Leadership & Managerial Skills

- Team coaching, mentoring, and performance management.

- Ability to work cross -functionally with Sales, Production, R&D;, and Quality teams.

- Solid decision -making, prioritization, and delegation skills.

C. Customer Management Skills

- Excellent communication and relationship -building skills.

- High responsiveness, empathy, and a customer -first mindset.

- Ability to handle escalations and challenging customer situations calmly.

D. Analytical & Problem -Solving Skills

- Strong diagnostic ability and structured approach to technical issues.

- Proficiency in data analysis, KPI management, and insights -driven improvements.

E. Digital & Process Skills

- Familiar with CRM tools, ticketing systems, dashboards, and reporting platforms.

- Experience in process optimization and automation is an added advantage.