- Key Responsibilities
- Customer & Site Support
- Conduct site visits across PAN India and overseas (if required) for product application support and complaint investigation
- Identify and resolve application-related issues at site
- Complaint Handling & RCA
- Attend customer complaints along with Sales team
- Perform root cause analysis (RCA) using structured methodologies
- Provide corrective and preventive actions (CAPA) timely
- Prepare and submit technical reports to internal and external stakeholders
- Technical Coordination
- Act as a link between Sales, Quality, Production, and Customers
- Gather technical feedback from customer sites and share insights for improvement
- Quality Support
- Assist in monitoring critical quality parameters (density, thickness, adhesion, etc.)
- Support audits (Complaint wise), inspections (3rd party), and documentation as required
- Support ROPEX function when required
- Documentation & Reporting
- Maintain records of site visits, complaints reports
- Prepare detailed inspection reports, MOMs, and technical findings
- Track closure of customer complaints and action points
- Continuous Improvement
- Identify opportunities for product and process improvements based on field feedback
- Support implementation of best practices across plants and sites
- Qualification & Experience
- Education : Diploma / Degree in Mechanical or Industrial Engineering
- Experience : 3 to 5 years of relevant experience
- Preferred industries : Insulation (Rockwool / Glass Wool) , Ceramic, Glass
- Skills Required
- Strong technical understanding of materials and applications
- Good knowledge of quality control and testing methods
- Ability to perform root cause analysis (RCA)
- Effective communication and coordination skills
- Willingness to travel extensively (PAN India & abroad)
- Problem-solving and customer-focused approach
- Additional Requirements
- Ability to work in field conditions and customer sites
- Basic understanding of IMS standards (ISO 9001, ISO 14001, ISO 45001) is preferred
- Proficiency in report writing and MS Office tools
- Key Performance Indicators (KPIs)
- Customer complaint closure time
- Effectiveness of RCA and CAPA
- Customer satisfaction feedback
- Quality improvement initiatives implemented
Education & Experience - Diploma mechanical 3 to 6 years or BE/B,tech in mechanical engineering 3 to 5 years
