About Us

Innovation. Sustainability. Productivity. This is how we are Breaking New Ground in our mission to sustainably advance the noble work of farmers and builders everywhere. With a growing global population and increased demands on resources, our products are instrumental to feeding and sheltering the world.

From developing products that run on alternative power to productivity-enhancing precision tech, we are delivering solutions that benefit people – and they are possible thanks to people like you. If the opportunity to build your skills as part of a collaborative, global team excites you, you’re in the right place.  

Grow a Career. Build a Future!

Be part of this company at the forefront of agriculture and construction, that passionately innovates to drive customer efficiency and success. And we know innovation can’t happen without collaboration. So, everything we do at CNH Industrial is about reaching new heights as one team, always delivering for the good of our customers.

Job Purpose

This position requires mature, highly technical person with high exposure in Products with leadership and analytical & logical skills. Role is to carry following set of organizational responsibilities:

• Develop, Plan and Execute the Customer support and Training strategies.
• Represent Customer Support in various domestic and international forums meant for technical and training synergy across the region and aligning the key objectives within the guiding principles of Customer Support of CNHi.
• Key member of the various product platforms in the organization.
• Responsible for launch readiness from Customer Support & Training.
• Drive the resolution of product concerns reported from market in the various forums across the organization Driving the customer satisfaction and brand image through various customer support and Training strategies.
• Monitor product behavior and plan preventive actions to enhance the reliability of the units in market.
• Develop, Plan and execute Recall Campaigns.
• Devise Training strategies to enhance skill level of the internal and well as external manpower related to CNHi Products across network. Also responsible to devise programs for the field strategy in close co-ordination with Brand and product marketing so as to promote products and ensure optimum use of the same.
• Drive and achieve the Global KPI’s of the Technical Support and Training.
• Create training network across regions and ensure the maintenance, utilization and effectiveness of these regional training centres.
• Budgeting and Expense management for the Technical Support and Training.
• Responsible for Capital Expenditure in the Customer Support and Training function.
• Maintain good relationship with Agricultral institutions/ministries in the country so as to promote the brand across the government institutions.
• Develop and implement the service systems across network and constantly improvise keeping in view the market requirements, competitive benchmarking and ease of operations.
• Managing and retaining the people with the high experience, high skills and high aspirations so as to provide extensive support to markets and guiding functions within the organization.

Key Responsibilities

Technical Support:

• Managing approx. 10,000 technical escalations by network of 600 Dealers
• Representation of these concerns properly analyzed along with the probable root cause and action desired to CPM, EHF, Plant Quality, CPA Quality and Engineering platforms.
• Collate and analyze complaints and feedback received from dealers, Regional Service Managers and field service engineers for  India, Sri Lanka, Bangladesh, Nepal and Bhutan;
• Drive implementation of DQR, PDI and Installation processes for purchased units.
• Work along with the spare parts team for the planning of new, critical and phased out parts to formulate the strategy which will enhance prompt support to customer during product lifecycle.
• Build business case for Recall Campaigns (Product improvement programs) in the market considering the customer satisfaction and organizational need and urgency.
• Assign resources from various departments like manufacturing, quality, training, engineering etc. to understand the product concerns at depth, assisting on the ground resolution and formulating the strategy for the permanent fix so as to ensure product performance and reliability.
• Through team reportee visit Warranty Store to identify any trends in parts being returned – Work with quality, manufacturing and engineering so as to reduce the warranty failures and thus bringing down the warranty costs.
• Gauge customer satisfaction through field surveys on product and suggest ways to improve the same.
• Collaborate with dealers to streamline Technical Sales Returns activities in order to support dealers in after sales operations.
• Periodically monitor the e-system usage by dealers and highlight cases to own team for follow up in order to improve service tracking, monitoring and customer satisfaction
• Ensure unblocking of units in depots held up for rectification of the technical concerns, transit related damages/shortages.
• Periodic audit of depots across country to assess defects arising out of long storage and take corrective actions.
• Provide aggregates support to field/dealers to ensure customer satisfaction and minimize unit down time.
• Liaison with various aggregate manufacturers, OE manufacturers to ensure service support in field.
• Ensure Blue Series service support to dealer network.
• Ensure close monitoring of early hour product issues; ensure necessary information to manufacturing on failed parts, problem description for faster resolution.
• Ensuring service bulletins/service news and key product improvements communication to network.
• Monitor Product Improvement Programs (PIP) /campaigns progress
• Training

• Devise Training strategies to enhance skill level of the internal and well as external manpower related 
• Create training network across regions and ensure the maintenance, utilization and effectiveness of these regional training centres.
• Effectively Design the training courses best suited to market and applications

Experience Required

Preferred Qualifications

What We Offer

We offer dynamic career opportunities across an international landscape. As an equal opportunity employer, we are committed to delivering value for all our employees and fostering a culture of respect.

At CNH, we understand that the best solutions come from the diverse experiences and skills of our people. Here, you will be empowered to grow your career, to follow your passion, and help build a better future. To support our employees, we offer regional comprehensive benefits, including:

• Flexible work arrangements
• Savings & Retirement benefits
• Tuition reimbursement
• Parental leave
• Adoption assistance
• Fertility & Family building support
• Employee Assistance Programs 
• Charitable contribution matching and Volunteer Time Off