Bajaj Auto—MGR (SERVICE SUPPORT - PB)

Job description

Description: JOB DESCRIPTION Job Title: Manager – Product Support Department: Probiking Product Support / Service Location: Pune Job Purpose To ensure robust product quality, diagnostic tool support, and field issue resolution for premium motorcycles through effective cross-functional coordination. This role is critical in enhancing product reliability, supporting new product launches, and ensuring superior customer satisfaction by resolving field issues with speed, accuracy, and technical expertise. Qualification & Experience • Qualification: B.E./B.Tech in Mechanical or Automobile Engineering • Experience: Minimum 7 years in Product Quality, Technical Support, Product Evaluation, or Field Quality within the automobile industry Key Responsibilities - Product Issue Resolution - Identify, analyze, and validate product issues and communicate findings to the Quality team with comprehensive data and analysis. - Coordinate with cross-functional teams and arrange live vehicles in the field for joint investigation and root cause analysis. - Ensure timely closure of issues and implementation of corrective and preventive actions. - Diagnostic Tool Management - Manage diagnostic tool functionality, availability, and support for field and dealer teams. - Coordinate with internal and external stakeholders to resolve tool-related concerns and support upgrades or validations. - Product Actions & Field Fix Adherence - Drive timely execution and completion of product actions, service campaigns, and field fixes in coordination with quality and service teams. Support validation of service parts and pricing before model release. - Technical Diagnosis Support - Provide advanced technical guidance to field teams for complex issues and assist in root cause analysis and resolution. - Conduct periodic benchmarking of competitor products and prepare comparative analysis reports on performance, reliability, and serviceability. - Field Engagement & Knowledge Sharing - Conduct fortnightly townhalls with field service teams to discuss critical product issues, share learnings, and enhance field diagnostic capabilities. Stakeholder Interaction Internal: • Field Service Team • R&D and Plant QA / CQA • Warranty & Parts Departments • Documentation / Technical Publication External: • Dealer Network (Service Heads, Technicians) • Vendors / Tool Suppliers Key Competencies Technical / Functional: - Strong diagnostic and analytical capability for complex product issues - In-depth understanding of motorcycle systems and service operations - Knowledge of product validation, testing protocols, and quality processes - Data-driven approach with strong interpretation and analysis skills - Effective presentation and reporting skills Behavioral: - Cross-functional collaboration and stakeholder management - Result orientation with speed and accountability - Strong communication and interpersonal skills - Continuous learning mindset with passion for premium motorcycles - Ability to work independently and manage multiple priorities IT Skills: • Proficiency in MS Excel, PowerPoint, and other analytical tools