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. Key Responsibilities includes: A. Customer Support & Experience • Lead the technical support operations to ensure timely, accurate, and high-quality responses to all customer queries. • Build a culture of responsiveness and customer delight, with continuous monitoring of customer satisfaction. • Establish and maintain structured mechanisms such as surveys, feedback forms, and NPS assessments. B. Product Development Support • Engage with customers to understand product development needs and translate feedback into actionable inputs for R&D and Production teams. • Ensure zero delays in delivering product trials, tests, and improvements as committed. C. Technical Issue Resolution & Root Cause Analysis • Oversee end-to-end resolution of customer issues — identification, investigation, RCA, corrective action, and closure. • Develop and maintain SOPs, troubleshooting manuals, and a technical knowledge base for the team. D. Cross-Functional Coordination • Partner with Sales, Quality, Production, and R&D to ensure seamless technical support. • Communicate key customer concerns and improvement opportunities to internal stakeholders. E. Data, Reporting & Insights • Track and analyse KPIs including TAT, issue closure rate, customer satisfaction, and repeat issues. • Use data insights to drive preventive actions and continuous improvement initiatives. F. Process Excellence & Continuous Improvement • Strengthen support processes by implementing upgrades, automation, standardized workflows, and quality audits. • Work towards reducing recurring issues and improving first-time resolution rates. G. Team Leadership & Capability Building • Build a strong technical support team through regular coaching, training, and skill development. • Set performance goals, conduct periodic reviews, and ensure capability enhancement aligned with business needs. 3. Key Skills & Competencies A. Technical Skills • Strong understanding of manufacturing processes, product applications, and industrial troubleshooting (tailor to your sector). • Experience in quality systems, root cause analysis tools (5 Why, Fishbone, RCA). • Expertise in creating and managing technical documentation, SOPs, and manuals. • Ability to interpret product specifications, test results, and customer requirements. B. Leadership & Managerial Skills • Team coaching, mentoring, and performance management. • Ability to work cross-functionally with Sales, Production, R&D, and Quality teams. • Strong decision-making, prioritization, and delegation skills. C. Customer Management Skills • Excellent communication and relationship-building skills. • High responsiveness, empathy, and a customer-first mindset. • Ability to handle escalations and challenging customer situations calmly. D. Analytical & Problem-Solving Skills • Strong diagnostic ability and structured approach to technical issues. • Proficiency in data analysis, KPI management, and insights-driven improvements. E. Digital & Process Skills • Familiar with CRM tools, ticketing systems, dashboards, and reporting platforms. • Experience in process optimization and automation is an added advantage. Requirements Qualifications & Experience • Diploma/Bachelor’s/Master’s degree in Chemistry/Chemical/Pulp& Paper. • 0–5 years of experience in Technical Support, Application Engineering, Quality, or Customer Support in a manufacturing/industrial environment. • Prior experience leading a technical support team is preferred.