Technical Manager (Service & Applications)

Technical Manager (Service & Applications) - Job Description

Position snapshot

Role purpose

The Technical Manager leads Dawell's service and application support across the installed base of Dräger, Thermo Fisher, Abbott, FARO and other OEM lines. The goal is that police, forensic labs, excise, health/FDA, defence and PSU customers receive working, calibrated equipment within SLA, and that their users are well trained on it. The role runs the field service team and owns delivery from installation through to customer acceptance, along with AMC compliance. It also acts as the technical bridge between customers, OEMs and Dawell's sales, tender and operations teams.

Key responsibilities

• Run the service Helpdesk end to end:
  • Handle ticket intake, using AI triage and AI reply drafts.
  • Assign tickets to the engineers.
  • Escalate where needed and close tickets within the SLA policy.
• Plan and issue the daily field job sheet (07:30) in Discuss, balancing installations, breakdown calls, AMC/preventive visits and demos across the team.
• Resolve escalated technical faults using 'AI: fault diagnosis' on tickets and repair orders, and coordinate OEM support where needed. Product lines covered:
  • Dräger alcohol and drug testing, gas detection, CBRN and SCBA products
  • Thermo Fisher TruNarc, TruScan and Gemini
  • Abbott SoToxa
  • FARO 3D systems
• Deliver installation, commissioning, user training and customer acceptance for supplied orders, tracking each step as delivery project tasks.
• Run the AMC and preventive-maintenance programme against the installed-base register. Every Planning job must carry anti-fake proof: GPS check-in, site photos and customer sign-off.
• Issue accurate service reports promptly. Use 'AI: draft service report' only on visits that have complete evidence.
• Keep calibration certificates current and filed in the Compliance Register, and keep warranty/AMC status accurate for every installed unit.
• Control demo and loaner devices (issue, custody, return and condition) in line with POL/17 and POL/27.
• Provide application support and demos to sales. Supply technical specifications, compliance statements and technical bid content for GeM and tender submissions.
• Work with operations, purchase/OEM and inventory teams on spares, repairs, returns and technical clarifications, following POL/22 approval limits.
• Build team capability through OEM and internal training, issue training completion certificates, and maintain a shared technical knowledge base (POL/13).
• Review the weekly service-ops summary with the MD, highlighting SLA risks, repeat faults, overdue AMC visits and resource needs. Ensure field work complies with POL/14, POL/15, POL/18 and POL/28.

KRAs and KPIs

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/22: Delegation of Authority & Approvals

Qualifications and experience

• Education: one of the following, or equivalent:
  • B.E./B.Tech in Instrumentation, Electronics or Biomedical Engineering
  • M.Sc in Chemistry or Forensic Science
• Experience: 7+ years in service or application support for analytical, forensic, safety or gas-detection instruments, including at least 2 years leading field engineers.
• Institutional work: hands-on installation, calibration and AMC delivery for government or institutional customers.
• Preferred: OEM operator, service or trainer certification from Dräger, Thermo Fisher, Abbott or FARO.
• Advantage: exposure to GeM or tender technical compliance.
• Practical requirements: a valid driving licence and willingness to travel frequently, including to remote and secure government sites.

Skills and competencies

Technical

• Fault diagnosis and repair of breath-alcohol, drug-testing, gas-detection, CBRN and SCBA equipment
• Raman/FTIR material identification (TruNarc, TruScan, Gemini)
• Oral-fluid drug testing (SoToxa)
• 3D scanning and crime-scene documentation (FARO)
• Calibration practice and certificate control
• Writing evidence-based service reports, technical specifications and tender compliance statements
• Working confidently in Helpdesk, Planning, Projects and the AI tools within the ERP

Behavioural

• Ownership: sees every fault, visit and escalation through to closure
• Customer Focus: clear, patient and professional with government and institutional users
• Quality: keeps visit evidence, records and certificates accurate and complete, with no shortcuts
• Teamwork: coaches engineers and works smoothly with sales, tender, purchase and inventory teams
• Planning and prioritisation: balances field workload against SLA risk
• Integrity: handles field and government interaction ethically

Career path

• Entry routes: Service / Application Engineer → Senior Engineer → Technical Manager (Service & Applications)
• Next steps: Senior Technical Manager, then Head of Service & Applications
• Broader progression: Operations or Business Unit leadership, depending on performance, certification and business needs
• Lateral options: Product / Application Specialist for an OEM line, or a Tender Technical Lead role
• How progression is decided: through the annual appraisal under POL/11, using the KPI scorecard and the OEM certifications completed under POL/13

Selection process

1. Application screening: shortlisting against the qualifications and experience above (POL/25).
2. HR screening call: covers experience, notice period and readiness to travel.
3. Technical interview: product knowledge, calibration practice and AMC/SLA management.
4. Practical assessment: a fault-diagnosis scenario plus a sample evidence-based service report.
5. Final interview with the Managing Director: leadership, customer handling and fit with The Dawell Way (POL/23).
6. Reference and background checks, then offer: includes verification of OEM certifications.
7. Onboarding and probation: onboarding under POL/25, with probation and confirmation under POL/11.

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.