Product support Manager-Deputy Manager (MG3)

Job Summary

The Product Support Manager - Railway Segment will lead end-to-end product support, field diagnostics, and quality feedback loops for power generation and propulsion systems within the railway domain.

This role is responsible for ensuring peak operational reliability of Power Cars, DG sets, engines, and alternators by driving structured root cause analysis, extracting and analyzing monthly failure data dumps, developing technical documentation, facilitating site-level troubleshooting, and collaborating with QA and Advanced Manufacturing Engineering (AME) teams.

Responsibilities

• Failed Part Analysis Data Management Extract and analyze monthly failure data dumps from field management systems to identify top-failing components and trending defect patterns.
• End-to-End Product Support Site Troubleshooting Conduct on-site field visits to railway yards, depots, and operational lines to diagnose and resolve complex mechanical and electrical issues.
• Root Cause Analysis (RCA) Problem Solving Lead structured root cause analysis (RCA) using Why-Why Analysis, 8D methodology, and structured problem-solving frameworks for recurring or high-impact failures. Active participation in GEMBA walks at sites and depots to observe actual working environments, failure modes, and operational constraints.
• Cross-Functional Collaboration QA/AME Feedback Loops Establish direct feedback channels with Quality Assurance (QA) and Advanced Manufacturing Engineering (AME) to drive design and process improvements based on field failure insights. Track engineering changes and product improvements to ensure field issues are addressed at the manufacturing and design levels.
• Technical Documentation Knowledge Management Draft, publish, and maintain technical documentation, including: TSB (Technical Service Bulletins) SOP (Standard Operating Procedures) Field Alerts 5MTT (5-Minute Training Topics) Build and continuously update a centralized Knowledge Base detailing common failure modes, root causes, and corrective action procedures.
• Field Capability Building Training Conduct technical training programs for field engineers, service technicians, and railway maintenance personnel to raise on-site diagnostic capabilities. Develop standardized training modules based on recent field findings and new product deployments.
• Reporting, Analytics Dashboards Design, update, and publish weekly and monthly product support dashboards, performance trackers, and reliability metrics. Ensure timely communication of product health reports to internal leadership and key external stakeholders.

Qualifications

• Bachelor's Degree or Diploma in Mechanical, Electrical, Automobile, or Mechatronics Engineering.
• 5+ years of experience in technical product support, field engineering, or quality/reliability management within the heavy engineering or railway sector.
• Domain Knowledge: In-depth understanding of diesel engines, DG sets, and alternators.
• Specific operational experience with Railway Power Cars, DEMUs, control panels, and synchronization systems.
• Travel: Willingness to travel to railway depots, yards, and field locations for critical troubleshooting and investigation.
• Technical Functional Competencies: Data Analytics Failure Tracking: Experience in extracting monthly failure dumps, Pareto analysis for top failed parts, PDF creation, and tracking RCA lifecycle.
• Problem-Solving Frameworks: Mastery of 5-Why Analysis, 8D, Fishbone/Ishikawa diagrams, and RCA methodologies.
• Diagnostic Tools: Hands-on expertise with engine diagnostic software, data loggers, and specialized testing equipment.
• Documentation Technical Writing: Ability to translate complex engineering fixes into clear, actionable SOPs, TSBs, and Field Alerts.
• Dashboarding: Proficiency in Excel, Power BI, or similar reporting tools for dashboard creation and metric tracking.

Skills

• Data Analytics
• Failure Tracking
• 5-Why Analysis
• 8D
• Fishbone/Ishikawa diagrams
• Root Cause Analysis (RCA) methodologies
• Engine diagnostic software
• Data loggers
• Power BI

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