Head Customer Support Industrial Defence, Marine &

- NPP Company: Kirloskar Oil Engine Job Location: Pune, Maharashtra, India Employment Type: Full-time Experience Required: 15 - 20 years 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 Setting &

- 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 1012 direct/indirect reports Required Product Knowledge / Expertise in Medium and Large Diesel Engines supplied for Defence, Marine, Nuclear, and Stationary Power Plants .

Industry

Manufacturing

📌 Head Customer Support Industrial Defence, Marine & NPP (Pune)
🏢 Kirloskar Oil Engine
📍 Pune