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CNH Industrial

Parts Tech Support Agent

Job location

Racine, WI, US

Administration and Finance

Job description

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

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

Pay Transparency

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.)

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

Click here to learn more about our benefits offerings! (US only)

US applicants: CNH Industrial is an equal opportunity employer. This company considers candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Applicants can learn more about their rights by viewing the federal "Know Your Rights" poster here. CNH Industrial participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. You can view additional information here.

Canada applicants: CNH Industrial is an equal opportunity employer. This company considers candidates regardless of race, color, religion, sex, sexual orientation, gender identity, nationality, place of origin, disability, marital status, family status, age, or any other ground prohibited by applicable provincial human rights legislation.

If you need reasonable accommodation with the application process, please contact us at talent.acquisition@cnh.com.