Role Objective: Spearhead Pan-India Service Operations, Technical Training Services, and Customer Quality Operations for specialized high-horsepower medium and large diesel engine applications across Defence, Marine, Nuclear, and Stationary Power Plant in Industrial business segments. PRIMARY RESPONSIBILITIES & KEY RESULTS
• Pan-India Service Operations Management: Spearhead complete field service operations across India for Defence, Marine (propulsion & auxiliary), Nuclear, and Power Generation segments.
• Customer Quality Operations: Drive end-to-end customer quality functions, field defect reporting, root cause analyses (RCA),and field corrective/preventive actions (CAPA) to improve product reliability.
• Technical Training Services: Direct and govern comprehensive technical training programs for channel representatives, fieldservice engineers, and end-customer technical personnel.
• Field Complaint SLA Compliance: Enforce strict operational SLAs ensuring prompt resolution of all critical field complaints and equipment breakdowns within 48 hours.
• Strategic Channel Governance: Manage and elevate the capabilities of service channel partners, authorized service centers,and regional support nodes across North, East, West, and South regions.
• Customer Quality Interface: Serve as primary technical quality contact for institutional customers including Indian Defence Forces, Coast Guard, Marine Authorities, and Power Utilities.
• Cross-Functional Collaboration: Partner closely with R&D;, Manufacturing Quality, Plant Quality, and Supply Chain to feed field quality insights back into product design improvements. COMPETENCIES,



SKILLS & KNOWLEDGE
• Technical & Fault Finding: Advanced diagnostic abilities for medium/large diesel engines, power generation systems, and control automation.
• Product Application Knowledge: Deep understanding of engine application engineering across marine propulsion, defence auxiliaries, and nuclear backup systems.
• Analytical & Diagnostic

Skills:
Structured root-cause analysis (8D, 5-Why) to address field failure trends and drive product quality improvements.
• Techno-Commercial Service Management: Expertise in managing service contracts, warranty administration, spares management, and commercial negotiations.
• Leadership & Team Building: Proven capability to coach, align, and motivate regional service heads and domain managers across multi-locational operations.
• Work Workplace & Travel: High adaptability to frequent Pan-India travel to naval dockyards, defence establishments, power plant sites, and customer locations. Educational Qualification B.
E. / B.
Tech in Mechanical Engineering or Electrical Engineering Specialization Category Techno-Commercial profile with hands-on exposure to customized service-heavy capital products Industry Background Diesel Engine Manufacturing / Heavy Engineering / Power Generation / Genset OEM Overall Work Experience 15 to 20 years of progressive experience in after-sales service and customer support Leadership Cadre Middle Management cadre experience managing a team of at least 10–12 direct/indirect reports Required Product Knowledge / Expertise in Medium and Large Diesel Engines supplied for Defence, Marine, Nuclear, and Stationary Power Plants

📌 Head Customer Support – Industrial Defence, Marine (Pune)
🏢 Kirloskar Oil Engines
📍 Pune