Maier Vidorno Altios is the leading service company for international market expansion for SMEs and medium-sized companies that want to expand both within India and worldwide.
– Over 50 years of shared experience in international trade and investments
– 750+ professionals in 32 offices worldwide -Presence in 22 countries: USA, Canada, Mexico, Brazil, Colombia, Great Britain, France, Italy, Spain, Germany, Poland / Eastern Europe, Russia, UAE, India, Bangladesh, China, Hong Kong, Singapore / Southeast Asia, Vietnam, Malaysia, New Zealand and Australia
M+V Altios offers pragmatic services for every phase of internationalization. From strategic advice and market analysis to local sales and business development to cross border M&A and location searches for greenfield projects. In addition, M+V Altios provides worldwide services such as bookkeeping, payroll accounting, tax advice and a wide range of personnel solutions – Personnel leasing, recruiting and HR services.
We are looking for a
“Head – Integrated Product Support (IPS)”
Job Reference No: # Using 26094
Industry: Manufacturing
Location: Ballabgarh, Haryana
Desired profile
Qualifications
B.E./B.Tech in Mechanical, Electrical, Electronics
or equivalent
Experience
15+ Years’ working experience
Language
English is mandatory
ABOUT THE ROLE
Position Summary:
– The Head – Integrated Product Support (IPS) shall be responsible for the complete lifecycle support of Precision Electronics Limited’s products, including telescopic masts, tripods, pan-tilt systems, and associated defence systems.
– The role assumes ownership of customer support from the pre-sales stage through installation, commissioning, warranty, Annual Maintenance Contracts (AMC), repairs, upgrades and end-of-life product support.
– The incumbent shall ensure maximum equipment availability, exceptional customer satisfaction and world-class field support by integrating technical support, documentation, training, repairs, spare parts management and global service infrastructure into a single customer-focused function.
Responsibilities:
– Customer & Technical Support Provide end-to-end technical support through remote diagnosis, digital support tools and on-site troubleshooting. Act as the primary technical interface for customers throughout the product lifecycle.
– Resolve technical issues with urgency while maintaining high customer satisfaction. Perform root cause analysis (RCA), implement corrective and preventive actions (CAPA) and ensure timely closure of customer complaints.
– Develop robust knowledge databases based on recurring field issues.
– Pre-Sales Technical Support
– Support the Business Development team during pre-sales by conducting product demonstrations, technical presentations, laboratory evaluations, proof-of-concept activities and customer field trials.
– Assist customers during technical evaluations, acceptance testing and bid qualification activities.
– Provide technical inputs for proposals, compliance matrices and customer queries.
Installation, Commissioning & Training
• Lead installation, testing, commissioning, acceptance trials and handover of systems.
• Conduct operator and maintenance training programmes for customers.
• Develop standard installation and commissioning procedures across all product lines. Warranty, RMA & Lifecycle Support
• Own the complete warranty support function.
• Manage the complete Return Material Authorization (RMA) process, including complaint registration, diagnosis, logistics coordination, repair, replacement and closure.
• Ensure contractual warranty obligations and AMC commitments are fulfilled within agreed turnaround times.
• Plan product upgrades, retrofit programmes and long-term lifecycle support. Spare Parts & Service Logistics
• Establish and manage service inventory to meet Warranty, AMC and customer support obligations.
• Forecast, stock and monitor critical spare parts for direct customers and Authorized Repair & Service Centres (ARSCs).
• Ensure traceability and timely availability of service parts.
Authorized Repair & Service Centres (ARSC)
• Develop, qualify, appoint and manage Authorized Repair & Service Centres globally.
• Define service standards, audit performance and ensure consistent repair quality.
• Train and certify ARSC personnel.
• Establish processes for warranty administration, repair quality and spare parts management across the global service network.
Technical Documentation
• Own the complete lifecycle of customer-facing technical documentation.
• Develop, review and maintain User Manuals, Installation Manuals, Maintenance Manuals, Service Manuals, Illustrated Parts Catalogues, troubleshooting guides, maintenance schedules and technical bulletins.
• Develop installation, maintenance and training videos to improve customer self-sufficiency.
• Ensure documentation remains configuration-controlled and aligned with product revisions.
Field Service Operations
• Recruit, develop and manage Field Service Engineers.
• Ensure field personnel are adequately trained, equipped and certified.
• Monitor response times, first-time fix rates, equipment availability and customer satisfaction.
• Travel extensively to customer locations as required.
Cross Functional Coordination
• Work closely with Design, Manufacturing, Quality, Supply Chain and Sales to improve product reliability and serviceability.
• Provide structured feedback from the field into future product development.
• Recommend design improvements to reduce lifecycle costs and improve maintainability.
Key Performance Indicators (KPIs)
• Customer Satisfaction (CSAT)
• Warranty Cost as % of Sales
• Mean Time to Respond (MTTR)
• Mean Time to Repair
• First-Time Fix Rate
• Equipment Availability
• RMA Turnaround Time
• AMC Renewal Rate
• Spare Parts Fill Rate
• Field Failure Rate
• Training Effectiveness
• ARSC Performance & Coverage
• Technical Documentation Completeness & Revision Currency
Desired Profile
• Minimum 15 years’ experience in Integrated Product Support, Technical Support, Field Service or After-Sales Support of complex electro-mechanical or defence systems.
• Strong understanding of mechanical assemblies, electrical systems, electronics integration and systematic troubleshooting.
• Demonstrated expertise in installation, commissioning, maintenance and lifecycle support of mission-critical equipment. Proven ability to diagnose and resolve technical problems remotely using structured troubleshooting methodologies.
• Experience establishing service processes, repair facilities or authorized service networks.
• Familiarity with military equipment support, field deployment, equipment acceptance procedures or mission-critical operational environments will be highly advantageous.
• Strong leadership, communication and customer relationship management skills.
• Passion for field engineering, customer interaction and solving technical problems in demanding operational environments.
• Customer-first mindset with an innate desire to maximize equipment availability and customer satisfaction.
• Willingness to travel extensively within India and internationally.
Why This Role Exists
The Head – Integrated Product Support (IPS) is responsible for ensuring that every Electronics product continues to deliver mission success long after it leaves the factory. By integrating technical support, documentation, repairs, training, warranty management, service infrastructure and customer engagement into one function, the role directly contributes to customer confidence, repeat business and the company’s global reputation for reliability.
How to Apply:
Submit your CV at n.vohra@mv-altios.com or directly from this advert by clicking on the Apply button.
Tell us in your application, why you think that you are a right fit for the role, and if you fit in the criteria, our Recruitment team will be in touch to explain the role and understand your candidature in detail for the business requirement.