Job description
Key Responsibilities
A. 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 B. 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 C.
Technical Coordination Act as a link between Sales, Quality, Production, and Customers Gather technical feedback from customer sites and share insights for improvement D. 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 E.
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 F. Continuous Improvement Identify opportunities for product and process improvements based on field feedback Support implementation of best practices across plants and sites 2. 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 3. 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 4. 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 5. 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