Product Support Engineer

About the Role

The Product Support Engineer will provide essential technical support for trucks and heavy equipment. This role involves investigating field failures, troubleshooting technical issues, and coordinating between customers and internal teams to ensure effective resolution of product-related concerns.

Key Responsibilities

• Act as a technical liaison between the R&D department, customers, and field service teams to investigate and resolve field failures.
• Troubleshoot technical issues involving engines, transmissions, controllers, and related systems.
• Apply knowledge of electrical and electronic systems to diagnose equipment faults.
• Provide technical guidance and support to service technicians.
• Investigate recurring breakdowns and recommend appropriate corrective actions.
• Respond to customer technical queries and coordinate the resolution of product-related concerns.
• Prepare and monitor daily work plans for technical support activities.
• Assess service-related breakdowns and coordinate appropriate technical interventions.
• Manage and follow up on warranty claims, ensuring timely submission and resolution.
• Maintain technical records and provide feedback to relevant teams to improve product reliability and customer satisfaction.

Required Skills & Qualifications

• B.E./B. Tech in Mechanical, Automotive, Electrical Engineering, or a related technical discipline.
• 4–5 years of relevant experience in product support, technical service, or after-sales support.
• Experience working with a truck or heavy equipment dealership will be an advantage.
• Strong troubleshooting skills and knowledge of engines, transmissions, controllers, and electrical/electronic systems.
• Good customer service, technical communication, and problem-solving skills.
• Ability to coordinate with service technicians, customers, and internal technical teams.