Technical Support Specialist

Tata Consultancy Services; Pune District; On-site; INR 400,000 - 700,000; Full time

Job summary

Tata Consultancy Services in Pune, India, seeks a parts specialist to manage dealer parts cases, identify correct parts using EPC and BOMs, and ensure accurate fitment.

You will document search logic, support service diagnostics when needed, and contribute to knowledge base and SOP updates while maintaining clear dealer communication.

Qualifications

• Experience in OEM/dealer spare parts or aftermarket support.
• Knowledge of EPC, parts books, BOMs, exploded views, serial-number/configuration logic.
• Ability to validate application and fitment of components.
• Experience supporting dealers, distributors, workshops or internal parts operations.
• Excellent attention to detail and English communication.

Responsibilities

• Receive and own dealer parts cases and identify correct part.
• Use EPC, serial numbers, BOMs to identify parts.
• Validate applicability and supersession logic to minimize errors.
• Document search logic and final recommendations in case platform.
• Coordinate with services technical support for linked issues.
• Escalate catalog errors to engineering contacts and track closure.
• Coordinate with parts operations for availability or order status.
• Create knowledge articles and SOP updates from recurring questions.
• Participate in training, shadowing, and knowledge transfer.
• Maintain high attention to detail and dealer communication.

Skills

Dealer support

Parts catalog operations

Attention to detail

English communication

Tools

EPC systems

ERP/MRP

Teamcenter

Job description

• Receive and own dealer parts cases involving identification, specification, applicability, fitment, cross-reference and supersession.
• Use electronic parts catalogs, machine serial numbers, model/configuration data, BOMs and technical documentation to identify the correct part.
• Validate part applicability and supersession logic to minimize incorrect orders, returns and repeat contacts.
• Provide accurate case responses and document the search logic, evidence and final recommendation in the approved case platform.
• Coordinate with Services Technical Support when a parts query is linked to a service fault or diagnostic issue.
• Escalate catalog errors, ambiguous configurations and engineering-level issues to the designated parts or engineering contacts and track closure.
• Coordinate with parts operations for availability or order-status information within the agreed boundary.
• Identify recurring dealer questions and create candidate knowledge articles, catalog tips and SOP updates for SME approval.
• Participate in product, catalog, systems and process training, including shadowing and reverse knowledge transfer.
• Maintain high attention to detail, traceability and dealer communication throughout the case lifecycle.

Mandatory Candidate Requirements

• Experience in OEM/dealer spare parts, aftermarket support, parts catalog operations or technical parts assistance.
• Practical knowledge of electronic parts catalogs (EPC), parts books, BOMs, exploded views, serial-number/configuration logic and supersession.
• Understanding of equipment components and assemblies sufficient to validate application and fitment.
• Ability to distinguish a parts-identification issue from a service/diagnostic fault and route correctly.
• Experience supporting dealers, distributors, workshops, service teams or internal parts operations.
• Strong attention to detail, analytical thinking, documentation discipline and English communication.

Preferred Experience

• Experience with agricultural equipment, tractors, harvesters, balers, construction equipment, commercial vehicles or automotive aftermarket parts.
• Exposure to dealer management systems, ERP/MRP, inventory systems, PLM, Teamcenter or parts-ordering workflows.
• Experience in BOM validation, alternate parts, replacement logic, obsolescence, vendor coordination or vehicle-on-road prioritization.
• Understanding of warranty, service and supply-chain interfaces, while keeping commercial and policy decisions outside the role.
• Experience creating catalog guidance, parts knowledge articles or dealer-support SOPs.