Purpose of the Role

The Field Support Lead ensures rapid and effective resolution of high-impact customer complaints, minimizing vehicle downtime and enhancing customer satisfaction. By leveraging field data and customer feedback, the role drives quality improvement initiatives that boost product reliability and performance across EV products. Acting as a team lead comprising of members from service and engineering teams; the Field Support Lead translates real-world issues into actionable insights, contributing to continuous product enhancement and brand trust.

Job Responsibility

• Lead a CFT and Conduct On-Site Investigations: Visit field locations to assess complex failures and support resolution in real-time.

- Monitor and Prioritize High-Impact Complaints: Identify and escalate critical customer issues based on severity, safety, and vehicle downtime.
- Coordinate Immediate Technical Support: Engage with service teams, dealerships, and field engineers to provide prompt technical guidance and troubleshooting.
- Liaise with Engineering and Quality Teams: Collaborate with internal teams to analyse issues and recommend interim and permanent solutions.
- Track and Close Complaints Efficiently: Ensure complaints are resolved within defined time period and documented accurately in JIRs Root cause analysis of field failures
- Collect and Analyse Field Data: Gather failure reports, service records, and customer complaints from dealerships and service centres.
- Conduct Technical Investigations: Perform detailed diagnostics on failed components or systems to identify failure modes.
- Collaborate with Cross-Functional Teams: Work with engineering manufacturing, and quality teams to trace failures back to design, process, or supplier issues.
- Develop and Validate Hypotheses: Use structured problem-solving tools (e.g., 5 Whys, Fishbone Diagram, Fault Tree Analysis) to identify root causes.
- Implement Corrective Actions: Recommend and support implementation of design changes, process improvements, or supplier quality enhancements.
- Monitor Effectiveness of Fixes: Track post-implementation performance to ensure recurrence prevention and improved reliability horizontal deployment of learnings to other programs basis the vehicle architecture




- Identify Common Failure Patterns: Analyse root cause findings across vehicle programs to detect recurring issues linked to shared architecture or components.
- Map Architecture Dependencies: Understand platform-level similarities (e.g., chassis, powertrain, electrical systems) to determine applicability of learnings.
- Coordinate Cross-Program Reviews: Facilitate technical reviews with engineering teams from other programs to share insights and preventive measures.
- Standardize Corrective Actions: Develop and promote standardized solutions or design changes that can be deployed across multiple platforms.
- Update Knowledge Repositories: Document learnings and corrective actions in centralized databases for future reference and design validation.
- Engage with Product Development Teams: Ensure early-stage programs incorporate learnings to avoid recurrence of known issues

Stakeholder Profiles & Nature of Interactions

Internal

Head Advanced Engineering

Head E&E;

Head Customer Support

Technical Help Desk

Design COC (BIW, Chassis, VIG)

VEMs (VE, VATS), External

End Customers

Desired Candidate Profile

Personal Profile:

Education : B.E / MTech (Automobile Engineering, Mechanical Engg, Electrical, Electronics or equivalent)

Experience: 10 to 12 years of work experience in Design and Development of automobiles, experience in electric vehicle design would be an added advantage

Skills & Competencies

- Valuable communication skills
- ECUs and Software integration
- Software development and testing of electric vehicles (BMS, Motor control unit)
- Failure analysis
- Proficient in quality analytical tools
- Proficiency in 8D /Effective Problem Solving
- Mechatronics and E&E; System
- Awareness and hands on experience of using tools like CAN analyser, INCA loggers,




- Ability to travel to field locations and work hands-on with vehicles and service teams

Tata Motors is an Equal Opportunity Employer, committed to a fair and transparent hiring process. All recruitment decisions are based strictly on Merit, Role alignment, and Business requirements. It does not solicit or accept any form of payment or gratuity from candidates at any stage of the recruitment process. Any such request received should be considered fraudulent and reported immediately.

About Tata Motors:

Part of the USD 180 billion Tata group, Tata Motors Limited (BSE: 500570; NSE: TATAMOTORS), a USD 52 billion organization, is a leading global automobile manufacturer of cars, utility vehicles, pick-ups, trucks, and buses, offering an extensive range of integrated, smart, and e-mobility solutions. With ‘Connecting Aspirations’ at the core of its brand promise, Tata Motors is India’s market leader in commercial vehicles and ranks among the top three in the passenger vehicles market.

Tata Motors strives to bring new products that captivate the imagination of GenNext customers, fuelled by state-of-the-art design and R&D; centres located in India, the UK, the US, Italy, and South Korea. By focusing on engineering and tech- enabled automotive solutions catering to the future of mobility, the company’s innovation efforts are focused on developing pioneering technologies that are both sustainable and suited to the evolving market and customer aspirations. The company is pioneering India's Electric Vehicle (EV) transition and driving the shift towards sustainable mobility solutions by developing a tailored product strategy, leveraging the synergy between Group companies and playing an active role in liaising with the Government of India in developing the policy framework.

With operations in India, UK, South Korea, Thailand and Indonesia, Tata Motors markets its vehicles in Africa, the Middle East, Latin America, Southeast Asia, and the SAARC countries. As of March 31, 2025, Tata Motors’ operations include 93 consolidated subsidiaries, two joint operations, four joint ventures, and numerous equity-accounted associates, including their subsidiaries, over which the company exercises significant influence.

📌 Deputy General Manager - Product Quality - TPEM (EV) (Pune)
🏢 Tata Motors
📍 Pune