Head – Integrated Product Support (IPS)

Proxima Executive Search has been mandated by a 45+ year-old listed Indian engineering company serving the Defence & Aerospace sector to identify an accomplished professional for the position of Head – Integrated Product Support (IPS), based at Ballabgarh, Haryana.

The company designs and manufactures mission-critical electro-mechanical and defence systems and is strengthening its customer lifecycle-support capability as it scales its domestic and international business.

The selected leader will build an integrated customer-support organisation covering the complete product lifecycle—from pre-sales technical support through installation, commissioning, warranty, AMC, repairs, upgrades and end-of-life support.

The Opportunity

This is a customer-facing technical leadership role with responsibility for ensuring that mission-critical products continue to perform reliably throughout their operating life.

The incumbent will integrate technical support, field service, installation & commissioning, warranty, RMA, AMC, spare parts, customer training, technical documentation and service infrastructure into a single customer-focused function.

The ultimate objective is clear: maximise equipment availability and deliver exceptional customer satisfaction.

Key Responsibilities

Customer & Technical Support

• Lead end-to-end technical support through remote diagnosis, digital tools and on-site troubleshooting.
• Act as the primary technical interface with customers throughout the product lifecycle.
• Drive structured Root Cause Analysis (RCA) and Corrective & Preventive Actions (CAPA).
• Build knowledge databases around recurring field issues.

Pre-Sales Technical Support

• Support Business Development through product demonstrations, technical presentations, laboratory evaluations and Proof-of-Concept activities.
• Participate in customer field trials, technical evaluations and acceptance testing.
• Provide technical inputs for proposals, compliance matrices and bid qualification.

Installation, Commissioning & Training

• Lead installation, testing, commissioning, acceptance trials and system handover.
• Develop standard installation and commissioning processes.
• Establish effective operator and maintenance training programmes.

Warranty, RMA & Lifecycle Support

• Own the complete warranty-support function.
• Manage the Return Material Authorization (RMA) process from complaint registration through diagnosis, logistics, repair/replacement and closure.
• Ensure warranty and AMC commitments are fulfilled within agreed timelines.
• Plan upgrades, retrofits and long-term lifecycle-support programmes.

Service Network & Spare Parts

• Establish service inventory and critical spare-parts planning.
• Develop, qualify and manage Authorized Repair & Service Centres (ARSCs) in India and internationally.
• Define service standards and audit repair quality.
• Train and certify service-network personnel.

Technical Documentation

• Own customer-facing technical documentation throughout the product lifecycle.
• Develop and maintain User Manuals, Installation Manuals, Maintenance Manuals, Service Manuals, Illustrated Parts Catalogues, troubleshooting guides and technical bulletins.
• Drive configuration control and ensure documentation remains aligned with product revisions.

Field Service Operations

• Recruit, develop and manage Field Service Engineers.
• Improve response time, first-time fix rates, equipment availability and customer satisfaction.
• Provide structured field feedback to Engineering, Manufacturing, Quality and Supply Chain to continuously improve product reliability and maintainability.

Preferred Candidate Profile

We are looking for professionals with 15+ years of experience in Integrated Product Support, Technical Support, Field Service or After-Sales Support of complex electro-mechanical or mission-critical equipment.

Relevant experience could come from:'

Defence & Aerospace | Defence Electronics | Industrial Automation | Telecom Infrastructure | Power Electronics | Test & Measurement | Capital Equipment | Complex Industrial Systems

About Proxima Human Capital

Proxima Human Capital is a management and leadership consulting firm established in 2008 and headquartered in Chennai. We partner with organizations to accelerate business growth by providing customized, transformational solutions aligned with their strategic objectives.

The Management Consulting practice helps organizations scale up, improve profitability, and transform business performance by strengthening five critical pillars—Strategy, People, Operations, Finance, and Markets. We also support businesses in unlocking value through strategic investor identification, mergers & acquisitions advisory, and capital market readiness.

The Leadership Consulting & Executive Search practice works closely with Boards, CEOs, and business leaders to assess leadership requirements and identify high-impact executives who can drive long-term business success. Our consultative approach ensures that leadership decisions are aligned with organizational strategy and future growth plans.