JD:

To lead technical escalation handling, product/application support, and troubleshooting for installed machines, working alongside the existing Technical Support function to expand coverage capacity and reduce escalation closure times.

Key Responsibilities1. Technical Escalation Management

● Own L2/L3 technical escalations from field engineers and customers.

● Coordinate with design/engineering teams on unresolved technical issues.

2. Team & Knowledge Management

● Manage and mentor technical support engineers and the reporting Assistant Manager.

● Build and maintain technical documentation, troubleshooting guides, and SOPs.

3. Product / Application Support

● Support pre-sales and post-sales technical queries on machine functionality and retrofit feasibility.

● Drive root-cause analysis for repeat failures and feed learnings into design improvements.

4. Training

● Train field service engineers on current products, retrofits, and technical updates.





5. MIS & Reporting

● Track escalation closure TAT, repeat failure trends, and technical support KPIs.

● Present technical performance reviews to management.

Key KPIs

● Escalation Closure TAT

● First-Time-Fix Rate

● Repeat Failure Rate

● Training Coverage

● Customer Technical Satisfaction

Qualification

● B.E. / B.Tech in Mechanical, Electrical, Electronics, or Mechatronics.

● Additional certifications in PLC/automation preferred.

Experience

● 6–10 years in Technical Support / Service Engineering for conveyor, automation, or material handling equipment.

● Proven troubleshooting experience and team management exposure.

Pay: ₹700,000.00 - ₹1,000,000.00 per year

Benefits

- Provident Fund

Work Location: In person

📌 Technical Support Manager (Nashik)
🏢 Nido Machineries
📍 Nashik