Parts Tech Support Agent

Parts Technical Support Agent

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: Are you a machine enthusiast, enjoy a fast-paced environment, have a passion for customer service, the drive to deliver timely, knowledgeable solutions with confidence, professionalism and compassion, and the desire to thrive within an organization with development and growth opportunities? If so, CNH Industrial may have an opportunity for you. A Parts Technical Support Agent is a core member of a multi-functional product support team within the Customer Solutions Center; a fast-paced contact center in a demanding environment that offers rich satisfaction. They are self-motivating, calm and cool-headed, energetic, and focused with an ambitious spirit, and an advocate of our customers and company. They serve as a primary point of contact to the North American CNH Industrial dealer network along with internal sales, marketing, and field personnel for providing technical expertise as it relates to parts. This position is hybrid requiring 3 days in office.

Key Responsibilities:

• Process requests received via phone and/or an online submission tool and document using an internal incident management system for traceability and accuracy.
• Find fast and alternative solutions for dealers reducing machine down times in cooperation with other team members in the customer support department.
• Research issues using all available tools and seek out information when not readily available.
• Compose relevant, timely, complete, and accurate part(s) identification information for corrective action.
• Coordinate quality problems with our Parts Depots and Central Quality team to implement corrective action and obtain good parts for the dealer.
• Troubleshoot issues and deliver complete resolution to contacts.
• Structure solution to incidents consistent with company objectives, policies, and procedures.
• Optimally explain resolution through both verbal communication and in writing via electronic media.
• Identify parts catalog and material publishing errors, propose suggested changes, and escalate to Cataloging Team or Global Parts Publishing respectively.
• Participate in training activities (both formal and informal) to continue to develop a detailed understanding of company products and services.

Experience Required:

• Associate degree in Agriculture, Construction, or a related mechanical/technical field.
• Three (3) years of experience supporting, diagnosing, repairing, or servicing agricultural, construction, or heavy equipment.
• Experience within a dealership environment strongly preferred.
• In lieu of Associates degree will consider either: One-year mechanical program certification with four (4) years of above stated experience.
• High School Diploma/GED with five (5) years of above stated experience.
• Minimum one year experience with daily usage of Windows based computer systems.
• Minimum typing speed of 35WPM.
• Ability to work flexible hours as business needs dictate.

Preferred Qualifications:

The annual salary for this role is USD $62,000.00 - $70,000.00 plus any applicable bonus (Actual salaries will vary and will be based on various factors, such as skill, experience and qualification for the role.)

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.