Company Description

TekUncorked was founded in 2019 by senior technology and business leaders with backgrounds in Telecom, Semiconductors, Enterprise Software, Embedded Products, and Manufacturing industries. The company is focused on transforming electricity networks into Smart Grids in India through AI-IoT driven distribution grid management platforms.

Role Description

This is a full-time on-site role for a Hardware Product QC and Field Support Manager at TekUncorked located in Gurgaon. This role requires a blend of technical expertise, leadership, and customer service skills to ensure product quality, resolve customer issues, and drive overall satisfaction. The manager will be responsible for daily quality control of hardware products, providing field support, supervising teams, coaching staff, and managing customer relationships.

Responsibilities:

• Quality Control:
• Develop and implement quality control processes and procedures for hardware products, ensuring adherence to standards and specifications. 
• Inspect and test products to identify defects and ensure functionality. 
• Collaborate with engineering and manufacturing teams to identify and address quality issues. 
• Monitor and analyze quality data to identify trends and implement corrective actions.

• Technical Product Support:
• Lead and manage a team of product support technicians or specialists. 
• Provide technical support to customers via phone, email, and remote access. 
• Diagnose and resolve product issues, working with customers and internal teams to find solutions. 
• Monitor key performance indicators (KPIs), analyze support data, and provide regular reports to management. 
• Act as an escalation point for complex customer issues, providing timely resolutions while maintaining high levels of customer satisfaction. 
• Ensure customer satisfaction by resolving issues promptly and effectively. 
• Act as a liaison between customers and internal teams to address concerns and feedback. 
• Develop and implement product support strategies and workflows to improve customer experience

Skills and Qualifications:

• Strong technical background in hardware, electronics, mechanical or related fields.
• Experience in quality control, testing, and troubleshooting.
• Experience in customer support, technical troubleshooting, and communication.
• Ability to communicate effectively with customers, team members, and stakeholders, providing timely updates and resolutions.
• Experience and skills to develop, implement, and optimize support processes, systems, and workflows to ensure efficient and scalable support. 
• Ability to troubleshoot technical issues and collaborate with internal teams to find solutions, and escalate issues when necessary
• Ability to work independently and collaboratively in a team environment.
• Familiarity with quality management systems (e.g., ISO 9001) and relevant industry standards. 
• Knowledge of Smart Grid technologies is a plus
• Bachelor's degree in Engineering or related field
• Preferred Experience Range: 6-10 Years