Position: Technical Manager

Department: Service & Technical Operations

Reporting To: Head Service Operations

Job Purpose

Develop the technical capability of the service organization by driving product knowledge, engineer competency, quality standards, and continuous improvement through training, audits, RCA, process standardization, and reduction of repeat repairs.

Key Responsibilities

- Develop and conduct regular technical training programs for all products.
- Build technical competency through structured learning and skill enhancement.
- Develop, maintain, and monitor the Engineer Skill Matrix and certification process.
- Conduct field audits and Root Cause Analysis (RCA) and implement corrective actions.
- Reduce repeat repairs, improve First Time Fix (FTF), and strengthen field quality.
- Develop SOPs, technical manuals, presentations, troubleshooting guides, and service checklists.
- Recommend system and process improvements based on field feedback and audits.
- Provide technical support for complex field issues and ensure adherence to standards.
- Collaborate with Product, Quality, and Service teams to improve reliability and service performance.
- Monitor technical KPIs and drive continuous improvement. Key





Performance Indicators (KPIs)

- Reduction in Repeat Repair Rate
- Improvement in FTF
- Training Compliance
- Engineer Certification
- Skill Matrix Completion
- Technical Audit Score
- RCA Closure
- SOP & Checklist Compliance
- Reduction in Technical Escalations
- CSAT/NPS Improvement.

Required Skills

- Robust technical knowledge of electrical and electronic systems, Tankless Water Heaters, and Heat Pump Water Heating systems.
- Excellent troubleshooting, Root Cause Analysis (RCA), and problem-solving skills.
- Ability to train, mentor, and build technical competency across service teams.
- Experience in developing SOPs, technical documentation, presentations, and conducting field audits.
- Proficiency in MS Office and CRM/service management systems, with strong communication and stakeholder management skills.

Preferred Qualification

- Bachelor's Degree or Diploma in Electrical, Mechanical, Electronics, or a related Engineering discipline.
- 3-10 years of experience in technical service, technical training, or field service operations, preferably in the water heating or consumer durable industry

📌 Technical Manager (Pune)
🏢 Stiebel Eltron India
📍 Pune