## Technical Customer Support Manager (Lithium-Ion Batteries)
**Location**: Delhi NCR (On-site / Field + Office)\
**Type**: Full-time\
**Reporting to**: Founder / Head of Operations
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### **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.
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### **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.
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### **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
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### **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
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### **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**
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### **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.
Visa sponsorship is offered for this role.
