Technical Support Lead (Ayodhya)

Team PAKKA is looking for a Technical Support Lead who will collaborate closely with cross -functional teams to deliver superior customer experience and drive continuous improvement in technical services.<\/p> Key Responsibilities includes:<\/b> <\/h2> A. Customer Support & Experience<\/b> <\/h3>
- Lead the technical support operations to ensure timely, accurate, and high -quality<\/b> responses to all customer queries. <\/p> <\/li>
- Build a culture of responsiveness and customer delight, with continuous monitoring of customer satisfaction. <\/p> <\/li>
- Establish and maintain structured mechanisms such as surveys, feedback forms, and NPS assessments. <\/p> <\/li> <\/ul> B. Product Development Support<\/b> <\/h3>
- Engage with customers to understand product development needs and translate feedback into actionable inputs for R&D; and Production teams<\/b>. <\/p> <\/li>
- Ensure zero delays in delivering product trials, tests, and improvements as committed. <\/p> <\/li> <\/ul> C. Technical Issue Resolution & Root Cause Analysis<\/b> <\/h3>
- Oversee end -to -end resolution of customer issues — identification, investigation, RCA, corrective action, and closure. <\/p> <\/li>
- Develop and maintain SOPs, troubleshooting manuals, and a technical knowledge base for the team. <\/p> <\/li> <\/ul> D. Cross -Functional Coordination<\/b> <\/h3>
- Partner with Sales, Quality, Production, and R&D; to ensure seamless technical support. <\/p> <\/li>
- Communicate key customer concerns and improvement opportunities to internal stakeholders. <\/p> <\/li> <\/ul> E. Data, Reporting & Insights<\/b> <\/h3>
- Track and analyse KPIs including TAT, issue closure rate, customer satisfaction, and repeat issues. <\/p> <\/li>
- Use data insights to drive preventive actions and continuous improvement initiatives. <\/p> <\/li> <\/ul> F. Process Excellence & Continuous Improvement<\/b> <\/h3>
- Strengthen support processes by implementing upgrades, automation, standardized workflows, and quality audits. <\/p> <\/li>
- Work towards reducing recurring issues and improving first -time resolution rates. <\/p> <\/li> <\/ul> G. Team Leadership & Capability Building<\/b> <\/h3>
- Build a strong technical support team through regular coaching, training, and skill development. <\/p> <\/li>
- Set performance goals, conduct periodic reviews, and ensure capability enhancement aligned with business needs. <\/p> <\/li> <\/ul> 3. Key Skills & Competencies<\/b> <\/h2> A. Technical Skills<\/b> <\/h3>
- Strong understanding of manufacturing processes<\/b>, product applications, and industrial troubleshooting (tailor to your sector). <\/p> <\/li>
- Experience in quality systems<\/b>, root cause analysis tools (5 Why, Fishbone, RCA). <\/p> <\/li>
- Expertise in creating and managing technical documentation, SOPs, and manuals<\/b>. <\/p> <\/li>
- Ability to interpret product specifications, test results, and customer requirements. <\/p> <\/li> <\/ul> B. Leadership & Managerial Skills<\/b> <\/h3>
- Team coaching, mentoring, and performance management. <\/p> <\/li>
- Ability to work cross -functionally with Sales, Production, R&D;, and Quality teams. <\/p> <\/li>
- Solid decision -making, prioritization, and delegation skills. <\/p> <\/li> <\/ul> C. Customer Management Skills<\/b> <\/h3>
- Excellent communication and relationship -building skills. <\/p> <\/li>
- High responsiveness, empathy, and a customer -first mindset. <\/p> <\/li>
- Ability to handle escalations and challenging customer situations calmly. <\/p> <\/li> <\/ul> D. Analytical & Problem -Solving Skills<\/b> <\/h3>
- Strong diagnostic ability and structured approach to technical issues. <\/p> <\/li>
- Proficiency in data analysis, KPI management, and insights -driven improvements. <\/p> <\/li> <\/ul> E. Digital & Process Skills<\/b> <\/h3>
- Familiar with CRM tools, ticketing systems, dashboards, and reporting platforms. <\/p> <\/li>
- Experience in process optimization and automation is an added advantage. <\/p> <\/li> <\/ul> <\/div> <\/span>

Requirements<\/h3> Qualifications & Experience<\/b> <\/h2>
- Diploma/Bachelor’s/Master’s degree in Chemistry/Chemical/Pulp& Paper<\/b>. <\/p> <\/li>
- 0–5 years of experience<\/b> in Technical Support, Application Engineering, Quality, or Customer Support in a manufacturing/industrial environment. <\/p> <\/li>
- Prior experience leading a technical support team is preferred. <\/p> <\/li> <\/ul> <\/span> Apply on Kit Job: kitjob.in/job/4luzyk