Technical Customer Support Manager (Lithium-Ion Batteries)

## Technical Customer Support Manager (Lithium-Ion Batteries) **Location**: Delhi NCR (On-site / Field + Office)\ **Type**: Full-time\ **Reporting to**: Founder / Head of Operations --- ### **About Us** We’re a rapidly growing startup powering the electric mobility revolution by selling and financing high-quality lithium-ion batteries to e-rickshaw drivers across India. Our focus is on reliability, performance, and building long-term trust with our customers.

We’re now hiring a **Technical Customer Support Manager** who deeply understands **lithium-ion 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 **hands-on technical support role** with ownership of post-sale customer experience. You will investigate customer complaints, conduct root-cause 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 lithium-ion battery company and wants to apply that knowledge in a fast-paced customer-facing role. --- ### **Key Responsibilities** #### 🛠 Technical Customer Support * Lead the investigation of battery-related customer complaints and breakdowns * Analyze returned or faulty packs and provide quick root-cause assessments * Guide field teams on troubleshooting procedures and best practices * Handle high-priority 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 real-world 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** * **4–10 years** in lithium-ion 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 **customer-facing, real-world environments** * Hands-on, structured, and fast at diagnosing root causes * Fluent in **Hindi and English** * Strong documentation and communication skills --- ### **Bonus If You Have** * Experience working in lithium-ion manufacturing companies in quality and production * Exposure to e-rickshaw battery applications and on-ground 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.