Parts Technical Support Agent

CNH Industrial is a world-class equipment and services company dedicated to advancing the noble work of agriculture and construction workers. Driven by our shared purpose of Breaking New Ground, we are passionate about bringing Innovation, Sustainability, and Productivity to all that we do. As a truly global company, CNH Industrial's 37,000+ employees form part of a diverse and inclusive workplace, focused on empowering customers to grow, and build, a better world through our core brands: Case IH, STEYR, New Holland Agriculture, CASE, and New Holland Construction.

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 a 100% remote opportunity and can be located anywhere within the U.S.

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.

The annual salary for this role is $62,000 - $90,000 plus any applicable bonus (Actual salaries will vary and will be based on various factors, such as skill, experience and qualification for the role.)

• Associates Degree in Agriculture, Construction, or mechanical/technical science's field with three years of experience in agriculture, construction, or heavy equipment technical service and/or support.
• In lieu of Associates degree will consider a minimum one-year mechanical program certification with 4 years of above stated experience or a high school diploma/GED with five 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.

CNH Industrial offers a wide variety of benefits that not only encourages wellness and preventive care, but we also provide the right tools and programs to help you achieve it. Our benefits package includes medical, dental, vision, disability, and life insurance. Our industry leading 401k will support you in meeting your retirement objectives. Additional benefits include paid parental leave, flexible work policies, opportunities for self-development and paid leave for specific activities. Click here for more information!