Parts Technical Manager

Parts Technical Manager

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: The Parts Technical Manager leads a team of technical support agents responsible for resolving complex parts related inquiries for dealers, distributors and internal partners for agriculture and construction equipment. This role ensures exceptional customer service, drives operational excellence, and strengthens collaboration across Parts Quality, Product Support, Field Service, Engineering and Cataloguing teams to deliver fast, accurate solutions.

Key Responsibilities:

• Lead, mentor and coach a team of technical support agents, fostering a culture of accountability, collaboration, and continuous learning
• Set clear performance expectations, conduct regular 1:1's, and provide ongoing feedback to support skill development and career growth
• Motivate the team through recognition, empowerment, and data driven performance management
• Ensure timely, accurate, and high-quality responses to dealer and customer parts inquiries, focusing on first contact resolution and customer satisfaction
• Monitor service metrics including response times, backlog, quality scores and implement corrective actions when needed
• Serve as an escalation point for complex or sensitive customer issues
• Analyze trends in parts inquiries, failure modes, and service challenges to identify opportunities for process improvement
• Lead continuous improvement initiatives to streamline workflows, reduce resolution times and enhance the dealer experience
• Develop and refine standard operating procedures, knowledge base content and training materials
• Oversee daily operations including agent schedules, case distribution, workload balance and resource planning
• Track and report team performance, operational KPI's and insights to stakeholders
• Support new product introductions by coordinating training, documentation readiness and support strategies

Experience Required:

• Bachelor's degree in an Engineering, Technology, Agricultural Sciences, Business or related field OR; High school diploma/GED with 4+ years in the agriculture, construction, automotive industry
• 2+ years of relevant experience managing people or processes
• 8+ years of direct product or customer support work experience at either a dealership or original equipment manufacturer

Preferred Qualifications:

• Pay Transparency The annual salary for this role is USD $106,725.00 - $163,645.00 plus any applicable bonus (Actual salaries will vary and will be based on various factors, such as skill, experience and qualification for the role.)

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