Parts Technical Contact Center Agent

Overview

CNH Industrial is a world-class equipment and services company. Driven by its purpose of Breaking New Ground, which centers on Innovation, Sustainability and Productivity, the Company provides the strategic direction, R&D capabilities, and investments that enable the success of its five core Brands: Case IH, New Holland Agriculture and STEYR, supplying 360° agriculture applications from machines to implements and the digital technologies that enhance them; and CASE and New Holland Construction Equipment delivering a full lineup of construction products that make the industry more productive. Across a history spanning over two centuries, CNH Industrial has always been a pioneer in its sectors and continues to passionately innovate and drive customer efficiency and success, driven by its purpose of Breaking New Ground. As a truly global company, CNH Industrial’s 35,000+ employees form part of a diverse and inclusive workplace, focused on empowering customers to grow, and build, a better world.

The Parts Technical Agent is a core member of multi-functional product support team working in a customer-focused call center environment (high volume). We are looking for a motivated professional who is interested in being the primary point of contact to the North American CNH Dealer network along with internal CNH Sales, Marketing, and Field personnel for providing technical expertise as it relates to parts.

This person has the option to work 100% remote and can be located anywhere in the continental United States.

Responsibilities

• Research dealer issues using all available tools and seek out information when not readily available
• Submit issues to Depots for inspection and corrective action to ensure good part shipped.
• 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 part for the dealer.
• Conduct communication via phone and/or an online submission tool and track this communication using a live internal documentation tool for traceability and accuracy.
• Ability to trouble shoot 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 errors, propose suggested changes, and bring up to Global Parts Publishing Team.
• Participate in training activities (both formal and informal) to continue to develop a thorough understanding of company products and services.

The salary for this position will fall between $62,000 and $90,000 annually. (Actual salaries will vary and will be based on various factors, such as skill, experience and qualification for the role.)

Qualifications

• Bachelors or Associates Degree in an agricultural, construction, or mechanical/technical sciences field with 2+ years customer service experience; OR
• A high school diploma / GED with 4+ years in the agriculture or construction industry and 2+ years of customer service experience.
• At least one year of experience with Windows based computer systems and programs
• Must have at least one year of mechanical/technical experience with heavy equipment
• Typing skills of at least 35wpm

The ideal candidate will have:

• Experience in engineering, technical writing, parts support or technical support
• Ability to read and understand engineering drawings
• 50 WPM typing skills

Company Benefits

CNH Industrial offers a wide variety of benefits that not only encourages wellness and preventative 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!

EEO

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 "EEO is the Law" poster and its supplement 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.

If you need reasonable accommodation with the application process, please call 1-800-889-4422 option 1 and then option 5, or contact us at [email protected]

Read about our company’s commitment to pay transparency by clicking this link: pay transparency notice.

Canada applicants: CNH Industrial is an equal opportunity employer. This company considers candidates regardless of race, colour, 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.