Technical Head

Technical Head - Job Description

Position snapshot

Role purpose

The Technical Head makes every Dawell instrument work in the field, so that it is sold right, installed right and used right. The role is Dawell's senior technical and application authority across the portfolio. It carries particular depth in the alcohol and narcotics lines: Dräger Alcotest and DrugTest, Abbott SoToxa, Thermo Fisher TruNarc and DrugCheck. It covers pre-sales, tender technical content, deployment, training and after-sales for police, forensic, excise, FDA, defence and PSU customers.

Key responsibilities

• Provide application expertise, product demonstrations and method support to Business Heads and customers, both before and after sale.
• Own the technical content of tenders and GeM bids, including specifications, compliance statements and BoQ, so that no bid is disqualified on technical grounds.
• Lead installation, commissioning, calibration and acceptance through delivery project tasks (installation, training, acceptance), and sign installation and commissioning certificates.
• Resolve escalated service issues using Helpdesk and 'AI: fault diagnosis', and close escalations within SLA.
• Assure the quality of AMC and preventive visits. Every visit must carry valid proof (GPS check-in, site photos and customer sign-off) before a service report is issued.
• Act as service lead for repairs, warranty claims and AMC visits, and keep the warranty and AMC status in the installed-base register accurate.
• Deliver end-user training and issue training completion certificates.
• Act as technical owner of demo, POC and loaner devices, keeping custody records, condition and calibration current.
• Upload calibration certificates to the Compliance Register and track their renewal.
• Guide and upskill field engineers through the daily field job sheet. Maintain your own OEM service and trainer certifications (Dräger, Abbott, Thermo Fisher and others).
• Liaise with OEM service teams on escalations, spares and technical bulletins.
• Review the weekly service-ops summary and report risks and recurring faults to the MD.

KRAs and KPIs

Targets are starting values. The MD confirms them as Appraisal Goals for FY 2026-27, due 15 Apr 2027.

ERP and AI tools you use

• Helpdesk with SLA, AI triage and AI reply drafts
• 'AI: fault diagnosis' on tickets and repair orders
• Daily field job sheet (07:30) in Discuss
• AMC/preventive visits and Planning jobs with anti-fake proof (GPS check-in, site photos, customer sign-off)
• 'AI: draft service report', which refuses to draft without evidence
• Installed-base register with warranty/AMC
• Delivery project tasks (installation, training, acceptance)
• Demo/loaner device custody
• Training completion certificates
• Calibration certificates in the Compliance Register
• Weekly service-ops summary

Policies you must follow

• POL/28 — Customer Service, Installation & AMC
• POL/15 — Health, Safety & Equipment Handling
• POL/17 — Company Assets & Demo-Device Custody
• POL/27 — Inventory, Stock & Instrument Control
• POL/14 — Field Work & Government Interaction
• POL/18 — Anti-Bribery, Gifts & Conflict of Interest
• POL/13 — Learning, Training & Certification
• POL/05 — Travel & Expense Reimbursement (v3.2)
• POL/07 — Data Privacy (DPDP Act 2023)

Qualifications and experience

• Degree in one of the following:
  • B.Sc/M.Sc in Chemistry, Forensic Science, Biochemistry or Biotechnology
  • B.E./B.Tech in Instrumentation, Electronics or Biomedical Engineering
• 8-12 years in application support, field service or technical sales of analytical, forensic, toxicology or safety instruments, with at least 3 years in a senior or escalation role.
• Hands-on experience with breath-alcohol, oral-fluid drug testing, handheld Raman/FTIR or similar portable detection technologies. Exposure to Dräger, Abbott, Thermo Fisher or FARO products is preferred.
• Proven experience preparing technical specifications and compliance statements for government tenders and GeM.
• OEM service or trainer certification is an advantage.

Skills and competencies

Technical

• Instrument installation, calibration, troubleshooting and root-cause analysis
• Application method support and user training for police, forensic and excise users
• Tender specification writing, BoQ preparation and technical compliance review
• Disciplined use of the Helpdesk, Planning, Projects and Compliance Register in the ERP

Behavioural

• Ownership of field outcomes and escalations
• Customer focus with government users
• Teamwork with Business Heads and OEMs
• Quality and evidence-based reporting
• Integrity in government interaction
• Clear written and spoken English, plus Hindi or Marathi

Career path

Technical Head → Head, Technical Services & Applications (leading a team of application and service engineers) → General Manager, Operations & Service. Progression depends on scorecard performance and certifications, and is decided in the annual appraisal under POL/11.

Selection process

• CV screening against this JD by HR (POL/25).
• Technical interview covering the instrument portfolio, troubleshooting and tender specifications.
• Practical exercise: an instrument demo or fault-diagnosis case, plus a short tender compliance statement.
• Final interview with the Managing Director.
• Reference and background checks, then offer and onboarding.

About Dawell Lifescience

Dawell Lifescience Pvt Ltd (Pune) brings proven forensic, narcotics and alcohol testing, counterfeit-medicine detection, CBRN/safety and 3D crime-scene technologies from global OEMs such as Draeger, Thermo Fisher, Abbott and FARO to police, forensic laboratories, excise, health/FDA, defence and PSU customers across India, through GeM, tenders and direct orders, with installation, training and AMC support.

JD version 2.0, updated 10 Nov 2026 to reflect current ERP processes and policies POL/00-29. Reviewed annually with the appraisal cycle.