Talentmatics
Website:
talent-matics.com
Job details:
Our client is looking for an experienced Global Product Support Leader to lead rapid response operations, technical support, and product reliability initiatives within the power generation industry. The role involves managing a large team of technical and field service engineers, resolving critical customer issues, analyzing failure trends, and driving continuous product improvement across global operations.
Key Responsibilities
- Lead global rapid response operations and deploy technical teams to resolve critical customer issues while minimizing equipment downtime.
- Drive end-to-end issue resolution, root-cause analysis, and Problem Definition Form (PDF) submissions.
- Lead Product Quality Council (PQC) and Infant Care forums to improve product reliability and address recurring failures.
- Analyze failure trends and collaborate with R&D, Quality, Manufacturing, and Sales teams to implement corrective and preventive actions.
- Manage product support data, monthly reporting, operational KPIs, and data governance.
- Lead, mentor, and develop a large team of technical support and field service engineers.
- Drive strategic projects related to product modifications, retrofits, and service improvements.
- Prepare and present monthly performance reviews, technical insights, and project updates to executive leadership.
Mandatory Skills
- Strong technical expertise in the power generation or heavy electrical industry.
- In-depth knowledge of generator control panels, synchronization systems, and load studies.
- Experience in product support, field service, technical service, or quality engineering.
- Proven expertise in failure analysis, root-cause identification, and product reliability improvement.
- Experience managing large technical teams and leading cross-functional initiatives.
- Excellent analytical, communication, stakeholder management, and executive presentation skills.
Qualifications & Experience
- 12–15+ years of relevant experience in power generation, heavy electricals, product support, field service, or quality engineering.
- At least 5 years of experience in a significant team leadership role.
- Bachelor's or Master's degree in Electrical Engineering, Electronics Engineering, or a related technical discipline.
- Experience working with global stakeholders and leading strategic technical improvement initiatives.
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