Technical Support Executive
Maruti Suzuki India Limited · Gurugram · onsite · Posted 2d ago
Undisclosed2–7 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Education: B. Tech Fulltime (Electrical / Electronics / Mechanical)
Experience: 2-7 yrs
JOB PURPOSE
- Provide efficient technical support to field operations (domestic and export markets) by identifying root causes of issues in problematic vehicles.
- Drive quality improvement and enhance customer satisfaction through the identification of critical defects, implementation of effective countermeasures, and monitoring and execution of market campaigns.
PRINCIPAL ACCOUNTABILITIES
- Provide technical support to field operations across domestic and export markets.
- Perform root cause analysis to identify causal components in problematic vehicles.
- Coordinate with cross-functional teams (design, manufacturing, quality) for issue resolution .
- Identify critical defects impacting vehicle performance, safety, or customer experience.
- Develop and implement effective countermeasures to prevent recurrence of issues.
- Drive continuous quality improvement initiatives based on field feedback and data.
- Monitor field concerns and analyze trends to enable proactive problem detection .
- Plan, track, and execute market campaigns/recalls/service actions effectively.
- Ensure timely closure of field issues and maintain proper documentation.
- Support initiatives to improve customer satisfaction and brand reliability .
- Maintain communication with stakeholders and provide regular status updates and reports .
MAJOR CHALLENGES
- Managing diverse and complex field issues across both domestic and export markets with varying operating conditions and customer expectations.
- Ensuring accurate and timely root cause identification , often with limited or inconsistent field data.
- Coordinating with multiple cross-functional teams to drive quick resolution and consensus on corrective actions.
- Balancing urgent field concerns while simultaneously driving long-term quality improvement initiatives.
- Handling high customer expectations and pressure to minimize vehicle downtime and dissatisfaction.
- Ensuring effective implementation and monitoring of countermeasures to prevent recurrence of issues.
- Managing time-sensitive market campaigns/recalls , including planning, execution, and closure within strict timelines.
- Dealing with data gaps, delayed feedback, or variation in field reporting quality .
- Keeping pace with evolving technologies and product complexities in modern vehicles.
- Maintaining consistent communication and transparency with all stakeholders, including field teams and management.
- DECISION MAKING
- Analyze field data and perform root cause analysis to identify the likely causal part/component.
- Prioritize field issues based on severity, safety, and customer impact.
- Decide on initial troubleshooting approach and diagnostic methodology.
- Monitor defect trends and initiate preliminary quality improvement actions.
- Coordinate with field teams to ensure timely data collection and feedback.
- Track progress and ensure closure of routine field issues within defined timelines.
- Prepare and present technical reports and performance summaries.
INTERACTIONS
Internal Clients
- Field Service / Dealer Support Teams
For collecting field data, validating issues, and implementing corrective actions.
- Design & R&D Teams
To discuss technical concerns, validate root cause, and finalize design-related countermeasures.
- Quality Assurance & Product Quality Teams
For defect analysis, trend monitoring, and driving quality improvement initiatives.
- Manufacturing / Production Teams
To address process-related issues and implement corrective actions at plant level.
- Supplier Quality / Vendor Teams
To investigate component-level defects and ensure corrective actions at supplier end.
- Warranty & Customer Support Teams
For understanding customer complaints, cost implications, and feedback trends.
- Logistics / Spare Parts Team
To ensure availability of parts required for field fixes and campaign execution.
- Management / Senior Leadership
For reporting critical issues, escalation, approvals, and strategic decision-making.
External Clients
- Dealers & Service Centres (Domestic & Export)
For real-time issue identification, troubleshooting support, and execution of campaigns.
- Customers / End Users (Indirect interaction)
Through feedback, complaints, and satisfaction insights.
- Export Market Representatives / Distributors
To coordinate issue resolution and ensure alignment with regional requirements.
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.
Sourced from naukri
Skills
Customer Experiencedealercustomer satisfactionCustomer SupportCampaignDefect AnalysisExportdiagnosticCustomer ComplaintsField OperationsLogisticsCampaign ExecutionField ServiceData CollectionManufacturingoperations
About Maruti Suzuki
Maruti Suzuki India Limited
Automobile
18.2k+
employees
1981
45 years old
New Delhi, Delhi
headquarters
₹11.7L PA avg
Avg at Maruti Suzuki
About
Experiences fuelled by innovations, forward-thinking, and a commitment to bring the best to Indian roads. Since the iconic Maruti 800 was launched in 1983, the company has been spearheading a revolution of change. Turning an entire country’s need for driving, into its love for driving.However, tastes and demands keep evolving with each new generation of Indians. This has not been looked at by Maruti Suzuki as a challenge, but as an inspiration to go beyond traditional boundaries of car-making. Infusing design and technology is one such step it has taken to make its cars meet new-age expectations smoothly.Today, Maruti Suzuki has its eyes set firmly on the possibilities of tomorrow. And everybody is invited on this journey. The Company employs over 13000 people (as of 31st Mar’13). Its sales and service network are the largest among car manufacturers in India with over 1300 sales outlets (across 960 towns and cities) and over 3000 service centers (covering 1445 towns and cities). Besides serving the Indian market, Maruti Suzuki also exports cars to several countries in Europe, Asia, Latin America, Africa, and Oceania.
Industries
AutomobileManufacturing
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