Job Description:

Global Product Support

Function: Product Support / Field Service / Quality
Industry: Power Generation / Heavy Electrical Equipment
Employment Type: Full Time
Experience: 12–15+ years
Qualification: Bachelor’s or Master’s degree in Electrical Engineering, Electronics Engineering or a related technical discipline

Role Summary

The Global Product Support professional will manage the rapid-response and technical-support ecosystem for power-generation products. The role involves resolving critical field issues, deploying engineering resources, analysing product-failure trends and driving continuous improvements in product quality and reliability.

The incumbent will manage a large team of product-support and field engineers and collaborate with R&D, Quality, Manufacturing, Sales and Service teams. The position requires deep technical knowledge of generator control systems, synchronization and load studies, together with strong analytical, leadership and executive communication skills.

Key Responsibilities

Rapid Response and Critical Issue Resolution

• Manage the end-to-end rapid-response process for critical customer and field issues.
• Deploy technical specialists and field-engineering resources to global sites.
• Prioritize cases based on customer impact, operational risk and equipment downtime.
• Coordinate immediate containment, troubleshooting and permanent corrective actions.
• Minimize asset downtime and ensure timely closure of high-priority technical complaints.
• Act as the senior escalation point for complex product and service issues.
• Maintain timely communication with customers and internal stakeholders throughout the incident lifecycle.

Problem Definition and Root-Cause Analysis

• Lead formal problem-definition and technical-investigation processes.
• Ensure accurate documentation of symptoms, operating conditions and field observations.
• Drive the preparation and submission of Problem Definition Forms.
• Guide teams through structured root-cause and failure analysis.
• Review technical findings and validate corrective and preventive actions.
• Translate field failures into actionable inputs for engineering, design and manufacturing teams.
• Ensure effective closure and institutional learning from recurring issues.

Product Quality Governance

• Lead Product Quality Council and Infant Care forums.
• Review early-life and legacy-product performance.
• Track open quality concerns, technical actions, owners and closure timelines.
• Drive accountability across Engineering, Quality, Manufacturing and Service teams.
• Strengthen feedback mechanisms between field operations and product-development functions.
• Support preventive-quality and product-reliability initiatives.

Failure-Trend Analysis and Product Improvement

• Conduct failure-trend analysis across products, applications and markets.
• Identify recurring defects, systemic risks and emerging reliability concerns.
• Analyse warranty, field-service and product-performance data.
• Recommend product modifications, retrofits and engineering improvements.
• Work with design and manufacturing teams to implement corrective solutions.
• Monitor the effectiveness of completed product improvements.
• Provide actionable technical intelligence for future product development.

Product-Support Data and KPI Management

• Manage monthly product-support and field-performance data.
• Maintain strong data-governance, accuracy and reporting standards.
• Define and monitor operational KPIs, including response time, closure time, repeat failures and asset downtime.
• Develop dashboards and monthly management reports.
• Identify performance gaps and improvement opportunities through data analysis.
• Use operational insights to improve resource deployment and service effectiveness.

Team Leadership

• Manage, mentor and develop a large team of product-support and field engineers.
• Establish clear responsibilities, performance expectations and escalation protocols.
• Build technical capability through coaching, training and knowledge sharing.
• Develop succession plans for critical technical and leadership positions.
• Promote a culture of customer focus, accountability and continuous improvement.
• Ensure appropriate manpower and competency planning for global support requirements.

Cross-Functional Collaboration

• Collaborate with R&D, Engineering, Quality, Manufacturing, Sales and Service teams.
• Align stakeholders on containment actions, product fixes and long-term improvements.
• Influence matrixed, cross-functional teams without direct reporting authority.
• Coordinate technical reviews and action plans across functions and geographies.
• Balance customer urgency with technical, quality and commercial considerations.
• Facilitate effective communication between field teams and product-development functions.

Strategic Projects and Executive Reporting

• Lead special projects involving product modifications, retrofits and service improvements.
• Manage project scope, milestones, risks and cross-functional dependencies.
• Prepare monthly product-support and product-quality reviews.
• Present failure trends, operational KPIs and project progress to senior leadership.
• Translate complex technical findings into clear business implications.
• Recommend strategic actions based on field data, reliability trends and customer feedback.

Required Technical Skills

• Deep knowledge of power-generation equipment and applications.
• Strong understanding of electrical and electronic systems.
• Advanced knowledge of generator control panels.
• Expertise in generator synchronization and paralleling systems.
• Understanding of load studies and power-system analysis.
• Field troubleshooting and technical complaint resolution.
• Root-cause analysis and failure-investigation methodologies.
• Product-quality and reliability management.
• Corrective and preventive action management.
• Technical data analysis and KPI reporting.
• Product modification, retrofit and service-improvement experience.

Required Leadership Competencies

• Experience managing large technical or field-engineering teams.
• Strong crisis-management and decision-making capability.
• Ability to lead global and cross-functional stakeholders.
• Excellent analytical and structured problem-solving skills.
• Strong customer and stakeholder management.
• Executive-level written and verbal communication.
• High-impact presentation and reporting skills.
• Ability to explain complex technical failures in business-oriented terms.
• Strong project-management, planning and prioritization capability.
• Ability to influence teams without direct authority.

Experience Requirements

• Approximately 12–15+ years of experience in product support, field service, quality engineering or technical service.
• Relevant experience in the power-generation or heavy-electrical-equipment industry.
• At least five years of experience managing a significant technical or field-engineering team.
• Demonstrated success in resolving critical field failures and customer escalations.
• Experience leading product-quality, reliability or early-product-life review forums.
• Experience working with global customers, sites or cross-border technical teams is preferred.