Technical Customer Support Manager (Lithium-Ion Batteries)

Location: Delhi NCR (Onsite / Field + Office) Type: Fulltime Reporting to: Founder / Head of Operations About Us Were a rapidly growing startup powering the electric mobility revolution by selling and financing highquality lithiumion batteries to erickshaw drivers across India. Our focus is on reliability, performance, and building longterm trust with our customers. Were now hiring a Technical Customer Support Manager who deeply understands lithiumion battery packs from cell configuration to BMS to IOT, safety protocols, and failure diagnostics and can manage technical customer issues, improve field performance, and reduce defects. Role Overview This is a handson technical support role with ownership of postsale customer experience. You will investigate customer complaints, conduct rootcause analysis, coordinate with suppliers, and work with our field and support teams to ensure battery quality and performance in the real world. Ideal for someone who has worked as a Quality Lead, Product Engineer, or Procurement Manager in a lithiumion battery company and wants to apply that knowledge in a fastpaced customerfacing role. Key Responsibilities Technical Customer Support Lead the investigation of batteryrelated customer complaints and breakdowns Analyze returned or faulty packs and provide quick rootcause assessments Guide field teams on troubleshooting procedures and best practices Handle highpriority technical escalations from support or operations Battery Quality & Technical Evaluation Assess suppliers battery pack quality and provide feedback for improvement Help define and enforce incoming quality control (IQC) and field testing standards Work closely with the procurement team to approve or reject packs based on realworld data Process Improvement Track recurring battery issues and drive product or supplier changes Contribute to internal SOPs and checklists for field support and installation quality Train frontline sales/support staff on basic battery technical literacy Who You Are 410 years in lithiumion battery manufacturing, QC, or procurement roles Deep knowledge of battery pack design, cell quality, BMS, and common failure modes Has worked with suppliers, test labs, or vendors and understands quality control loops Comfortable working in customerfacing, realworld environments Handson, structured, and fast at diagnosing root causes Fluent in Hindi and English Strong documentation and communication skills Bonus If You Have Experience working in lithiumion manufacturing companies in quality and production Exposure to erickshaw battery applications and onground customer conditions Worked with both LFP and NMC chemistries Why This Role Matters Our product lives in the hands of real drivers who depend on it every day. This role is key to ensuring our batteries perform reliably, our customers trust us, and our suppliers are held to the highest standard. You'll play a vital role in closing the loop between product, field, and customer. .