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