Deputy Manager - Parts Service

Position: Product Specialist (Backhoe Loaders) Department: Product Support Location: Ballabgarh Designation: Manager Experience: 10–15 Years Role Purpose The Product Specialist – Backhoe Loaders is responsible for driving product reliability, field performance, and customer satisfaction through structured technical support, deep root cause analysis, and cross-functional collaboration.

The role acts as a critical link between field operations, engineering, quality, and manufacturing teams, ensuring timely resolution of product concerns and successful execution of New Product Introduction (NPI) initiatives across domestic and export markets. Key Accountabilities

1. Field Support & Technical Expertise Serve as the primary escalation point for complex technical issues from dealers and customers Provide structured, timely technical guidance to ensure minimal downtime and improved machine uptime Perform detailed diagnostics of mechanical and electrical concerns using RCA methodologies Ensure effective closure of field concerns in coordination with Plant, Quality, and Engineering teams
2. Concern Management & Product Improvement Own end-to-end lifecycle of field concerns—from identification to validated closure Identify repeat failures, emerging trends, and systemic issues using data-driven analysis Drive structured escalation and ensure timely resolution through cross-functional alignment Actively participate in field investigations and CFT activities for critical issues Develop and maintain dashboards to monitor defect trends, closure timelines, and performance metrics
3. New Product Introduction (NPI) & Early Life Support Lead field validation activities during new product launches and capture actionable feedback Identify early failure modes and drive rapid containment and corrective actions Ensure closure of NPI concerns with clear cut-in effectiveness in subsequent builds Coordinate readiness of service ecosystem including: Parts availability and pricing Service documentation (Helpfiles, catalogues) Dealer/service preparedness
4. Analytics, Reporting & Governance Develop robust MIS, dashboards, and trackers to monitor product health and field performance Analyse warranty trends, failure patterns, and risk areas to support decision-making Present structured insights and updates to senior management through high-quality reports and presentations Support organisational initiatives on reliability improvement and cost optimisation
5. Dealer & Customer Interface Act as a key technical interface for dealers and customers, ensuring high responsiveness and resolution quality Strengthen dealer capability through technical guidance and structured communication Develop and issue service bulletins, technical advisories, and best-practice notes Ensure customer concerns are handled with urgency, ownership, and transparency Key Success Metrics (KPIs) Reduction in repeat failures / top defect recurrence (%) Concern closure TAT adherence (%) NPI concern closure effectiveness & cut-in validation Warranty cost reduction and claim trend improvement Dealer satisfaction and technical support effectiveness Improvement in machine uptime / availability Skills & Experience Requirements 7–10 years of relevant experience in product support / technical service (construction equipment preferred) Strong exposure to field service operations, dealer management, and customer interaction Proven capability in root cause analysis and cross-functional problem solving Bachelor’s degree in Engineering (Mechanical / Electrical / Automobile or related field) Advanced Excel skills (data analysis, Pivot. Tables, dashboards) Strong PowerPoint skills for senior leadership communication Excellent analytical, interpersonal, and coordination skills Prior experience in NPI and product lifecycle management will be an added advantage