Associate Lead - Tech Services - Premium Network

Job Summary

Group Company: Tvs Motor

To provide technical support for new product development and after-sales service operations by improving product serviceability, ensuring defect-free product launches, strengthening dealer technical capabilities and enhancing customer satisfaction.

The role will focus on:

• Improving Vehicle Performance and Service (VPS) and supporting customer complaint (CC) closures.
• Enhancing product serviceability, maintainability, productivity and service intervals through design inputs, DFMEA and design feedback.
• Ensuring defect-free new product launches through special tool development, validation and deployment.
• Providing technical handholding for newly launched products and ensuring dealership manpower training through PTC.
• Delivering effective after-sales field technical support.
• Implementing Failure Tree Analysis (FTA), guided troubleshooting and CAN-based diagnostic solutions.

Key Roles and Responsibilities

New Product Development - Serviceability Inputs

• Provide serviceability inputs before Design Review 1 (DR1), ensuring improved serviceability and optimized service intervals.
• Review L1 drawings, DFMEA and design concepts for RR310, KOx, KD and Norton platforms.
• Drive design feedback for improved maintainability and ease of service.

Benchmarking and Service Process Improvement

• Benchmark products and service processes across premium and high-capacity motorcycle segments.
• Identify best practices in premium ICE vehicle networks and implement suitable improvements.

Product Validation and Quality Improvement

• Conduct CUFT and AFT activities and ensure closure of identified PQMs before SOP.
• Validate PQMs and QIBs and recommend acceptance or rejection based on technical analysis.
• Drive post-launch failure analysis and PPFR improvement.

Diagnostic Tool and Guided Troubleshooting Development

• Coordinate diagnostic tool software development and implementation.
• Develop guided troubleshooting logic and algorithms for effective fault diagnosis.
• Support CAN-based diagnostics and troubleshooting of critical technical issues.

Service Parts, Initial Kits and Special Tool Development

• Prepare and verify service parts lists and initial kits in coordination with Parts and RD teams.
• Support preparation and finalization of service parts catalogues.
• Develop, procure, validate and deploy special tools across the dealer network.

Service Literature, Technical Communication and Training

• Develop and validate service manuals, technical communications, training modules and technical charts.
• Coordinate with PTC and RD for technical training content.
• Develop case studies and incorporate updated technical solutions into training modules.

Engineering Change Management

• Evaluate ECR and EJO through detailed impact analysis.
• Validate engineering changes across RR310, KOx and KD platforms.
• Ensure timely closure of agreed design and serviceability improvements.

Field Technical Support and Dealer Development

• Visit PBZ dealerships to provide on-the-job training (OJT).
• Train dealer technicians and workshop managers on diagnostic tools, guided troubleshooting and technical solutions.
• Provide riding skill training and technical support to field staff.

Technical Complaint and Critical Issue Management

• Handle critical customer complaints and provide effective technical resolutions.
• Support closure of forum-related technical concerns for U69 and its variants.
• Conduct failure analysis and implement corrective and preventive actions.

Technical Capability and Productivity Improvement

• Participate in premium motorcycle riding evaluations and product assessment activities.
• Conduct Pre-Delivery Inspection (PDI) activities at the plant.
• Drive IT projects and process improvements to enhance technical service productivity.
• Support improvement in Mean Time to Repair (MTTR), cost of ownership and maintainability targets.

Key Performance Indicators (KPIs) / KRAs

• PPFR and PQM closure percentage, including identification of post-launch and new failure modes - UOM: % - Review Frequency: Weekly
• Closure of agreed L1 drawing inputs - UOM: % - Review Frequency: Weekly
• Closure of agreed DFMEA inputs - UOM: % - Review Frequency: Weekly
• Closure of agreed serviceability issues - UOM: % - Review Frequency: Weekly
• Closure of CUFT PQMs before SOP - UOM: % - Review Frequency: Monthly
• Closure of AFT PQMs before SOP - UOM: % - Review Frequency: Monthly
• Closure of PQMs raised within six months after SOP - UOM: % - Review Frequency: Monthly

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.