1. 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
