Technical service officer/technical trainer

JOB DESCRIPTION

Technical Service Officer

The Technical Service Officer is responsible for providing field-level technical support

to dealers and PGMs, ensuring effective issue resolution, technician capability

development, service campaign execution, and compliance with warranty and

operational standards.

Key Responsibilities

Field Technical Support

 Attend customer cases and provide on-ground technical assistance.

 Support dealers in diagnosing and resolving product-related issues.

 Escalate complex technical concerns to higher technical authorities.

Training & Capability Development

 Conduct dealer and PGM technician training programs.

 Support new model training and refresher sessions.

 Monitor technician skill improvement within assigned territory.

Service Campaign Execution

 Plan and execute service camps in coordination with dealers.

 Ensure proper documentation and reporting of field activities.

Productivity & Performance Monitoring

 Track technical issue closure ratios.

 Improve first-time fix performance and resolution efficiency.

 Monitor dealer service productivity indicators.

Warranty & Compliance Support

 Ensure proper warranty claim documentation and submission.

 Monitor claim closure status and follow up on pending cases.

 Support financial discipline by tracking receivables status.

Qualifications

Bachelor’s Degree or Diploma in Mechanical / Automotive Engineering or related

technical field.

Experience

Minimum 4–7 years of experience in automotive service operations, field technical

support, or aftersales operations.

Skills

 Strong technical troubleshooting capability

 Field support and dealer coordination skills

 Knowledge of warranty processes

 Reporting and documentation discipline

 Effective communication and problem-solving ability