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.
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.
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.
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.
Partner with Sales, Quality, Production, and R&D to ensure seamless technical support.
Communicate key customer concerns and improvement opportunities to internal stakeholders.
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.
Strengthen support processes by implementing upgrades, automation, standardized workflows, and quality audits.
Work towards reducing recurring issues and improving first-time resolution rates.
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.
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.
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.
Excellent communication and relationship-building skills.
High responsiveness, empathy, and a customer-first mindset.
Ability to handle escalations and challenging customer situations calmly.
Strong diagnostic ability and structured approach to technical issues.
Proficiency in data analysis, KPI management, and insights-driven improvements.
Familiar with CRM tools, ticketing systems, dashboards, and reporting platforms.
Experience in process optimization and automation is an added advantage.
Requirements
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.
Skills Required
- Diploma, bachelor's degree, or master's degree in Chemistry, Chemical Engineering, or Pulp and Paper
- 0–5 years of experience in technical support, application engineering, quality, or customer support within a manufacturing or industrial environment
- Prior experience leading a technical support team
- Understanding of manufacturing processes, product applications, industrial troubleshooting, and quality systems
- Experience with root cause analysis tools such as 5 Why, Fishbone, and RCA
- Ability to create and manage technical documentation, SOPs, and manuals
- Proficiency in data analysis, KPI management, and insights-driven improvement
- Familiarity with CRM tools, ticketing systems, dashboards, and reporting platforms
What We Do
Pakka Limited is an India-based sustainable packaging manufacturer headquartered in Ayodhya. It develops biodegradable and compostable food-packaging products, carry bags, serviceware, flexible packaging, and fibers made from agricultural residues. Operating across more than 45 countries with a U.S. presence, the company combines eco-friendly manufacturing and regenerative packaging solutions with a mission to reduce ecological footprints and support a cleaner future.
