Network Development and Customer Relationship Mgmt

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

Service Network & Dealer Service Capability Development

This role is primarily to create Service network across India, SARC region and develop capability across the network to provide service for tractors in the current and future product portfolio.

The position is also responsible customers with the objective of building up of high customer Satisfaction and creating dealer capability with after sales strategy formulations and adherence to CNH guidelines.

The position is also responsible generate Service Revenue by providing value added services to end user. Stabilize and promote usage Customer Loyalty Platform & develop new initiatives to enhance Customer service Experience

Work on the new technologies of the Telematics / DMS / Service APP to make the connected network and promotion of the service through the digital channel.

Key Responsibilities

Dealer Capability Development:  Create Direct Service Network to provide the Service/Spares to the customers where dealer is not present or not able to provide the appropriate service and aligned with market conditions.

New Projects – System and Portal development for the DMS/ Service App / Service Capability Assessment program, Trainings to the field and setting up the service procedures to support the new program in India.

New Dealer Management System – Test and develop the new DMS as per the market requirement. Integration of global systems in the new DMS taking into consideration the domestic KPI’s. Integration of Telematics and other new projects at one place. Liaison with the ICT for the development and testing as per the market conditions + launching it in a phased manner in the market.

Mobile and Web Apps – Develop Mobile App based monitoring of various service parameters, Critical product concerns, Dealer operations and other parameters as and when required by the organization

Customer Loyalty Program – Devise and strategize the NH Smiles Program between the customers and the CNH Dealer. Create the tool to promote and monitor that. Ensure marketing tools to get the additional customer base and more revenues to the organization.

Dealer Service Index – Enhancement – Administrative and Service Delivery Capability Assessment Evaluation Develop the programs in such a manner that the service index is at optimum level.

Call Centre Management –Managing of customer complaints thru call Centre Tickets  & National Consumer Helpline (NCH). Conducting Customer satisfaction Survey and Post Service Feedback survey thru call Centre to improve the CSI index  & NPS

NPS Platform Management

OEMs Complaint Management-Handling the OEMs Product Concerns and resolving them thru the OEMs  

Experience Required

Minimum 15 years of experience in field  tractor or earth-moving equipment industry. Knowledge of service procedures, Network, Field Support function ,Business development in After market.

Preferred Qualifications

B.Tech  (Automobile/Mechanical Engg.)

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