The company designs and manufactures mission-critical electro-mechanical and defence systems and is strengthening its customer lifecycle-support capability as it scales its domestic and international business.

The selected leader will build an integrated customer-support organisation covering the complete product lifecyclefrom pre-sales technical support through installation, commissioning, warranty, AMC, repairs, upgrades and end-of-life support.

The Chance

This is a customer-facing technical leadership role with responsibility for ensuring that mission-critical products continue to perform reliably throughout their operating life.

The incumbent will integrate technical support, field service, installation & commissioning, warranty, RMA, AMC, spare parts, customer training, technical documentation and service infrastructure into a single customer-focused function.

The ultimate objective is clear: maximise equipment availability and deliver exceptional customer satisfaction.

Key Responsibilities

Customer & Technical Support

- Lead end-to-end technical support through remote diagnosis, digital tools and on-site troubleshooting.
- Act as the primary technical interface with customers throughout the product lifecycle.
- Drive structured Root Cause Analysis (RCA) and Corrective & Preventive Actions (CAPA).
- Build knowledge databases around recurring field issues.

Pre-Sales Technical Support

- Support Business Development through product demonstrations, technical presentations, laboratory evaluations and Proof-of-Concept activities.
- Participate in customer field trials, technical evaluations and acceptance testing.
- Provide technical inputs for proposals, compliance matrices and bid qualification.

Installation, Commissioning & Training

- Lead installation, testing, commissioning, acceptance trials and system handover.
- Develop standard installation and commissioning processes.




- Establish effective operator and maintenance training programmes.

Warranty, RMA & Lifecycle Support

- Own the complete warranty-support function.
- Manage the Return Material Authorization (RMA) process from complaint registration through diagnosis, logistics, repair/replacement and closure.
- Ensure warranty and AMC commitments are fulfilled within agreed timelines.
- Plan upgrades, retrofits and long-term lifecycle-support programmes.

Service Network & Spare Parts

- Establish service inventory and critical spare-parts planning.
- Develop, qualify and manage Authorized Repair & Service Centres (ARSCs) in India and internationally.
- Define service standards and audit repair quality.
- Train and certify service-network personnel.

Technical Documentation

- Own customer-facing technical documentation throughout the product lifecycle.
- Develop and maintain User Manuals, Installation Manuals, Maintenance Manuals, Service Manuals, Illustrated Parts Catalogues, troubleshooting guides and technical bulletins.
- Drive configuration control and ensure documentation remains aligned with product revisions.

Field Service Operations

- Recruit, develop and manage Field Service Engineers.
- Improve response time, first-time fix rates, equipment availability and customer satisfaction.
- Provide structured field feedback to Engineering, Manufacturing, Quality and Supply Chain to continuously improve product reliability and maintainability.

Preferred Candidate Profile We are looking for professionals with 15+ years of experience in Integrated Product Support, Technical Support, Field Service or After-Sales Support of complex electro-mechanical or mission-critical equipment.

Relevant experience could come from:'

Defence & Aerospace | Defence Electronics | Industrial Automation | Telecom Infrastructure | Power Electronics | Test & Measurement | Capital Equipment | Complex Industrial Systems

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