Technical Support Manager

Overview

CNH Industrial is a global leader in industrial goods. We provide farmers with cutting-edge technologies to help them feed a growing world population and we assist in building and rebuilding cities and infrastructures, all with future-proof powertrain solutions. With our Case IH, New Holland Agriculture, Case and New Holland Construction, and FPT Industrial brands, and comprehensive solutions for financing and aftermarket services, we're driven to meet the needs of our customers.

Compensation & Benefits: We offer competitive pay with multiple benefit (medical/dental/vision) options to meet your individual needs. Our industry leading 401k will support you in meeting your retirement objectives. Additional benefits include: paid parental leave, life insurance, volunteer time off and much more!

The Technical Support Manager is a member of the management team of the Technical Support Organization. The Technical Support Organization has two primary roles within the North American CNH Industrial operations:

* Provide expert technical advice to dealership service department technicians as well as to the CNH Industrial Field Service people
* Create and maintain service information and solutions into the ASIST Knowledge database for Dealers to reference

The Technical Support Manager is responsible for leading his/her teams daily activities to meet or exceed objectives for responsiveness and quality. Coach and train team members for improved performance, employee development, and handle staffing issues including hiring activities, disciplinary actions, and terminations. Manage team activities to support identification, escalation, and resolution of product quality issues on CNH products.

This position is eligible for a HYBRID work model from our Racine, WI office

The annual salary range is $97,000.00 - $132,000.00

Responsibilities

* Assist team to meet or exceed all defined objectives
* Monitor quality of team members using metrics such as defined standards governing Technical Help Desk response content, quality, and structure to dealers
* Work closely with counterparts in Technical Information, Technical Training, Field Service, Product Quality, and others to proactively address emerging issues in a timely manner
* Serve on the early warning teams on new product launches and engage with Field Personnel to understand the market implication of any product quality issues
* Creating development plans for all employees using internal systems and processes

Qualifications

* Bachelor's degree in an Engineering, Technology, Agricultural Sciences, or related field
* 2+ years management experience (Project or People)
* 5+ years of direct product or customer support work experience at either a dealership or original equipment manufacturer (OEM)
* 2+ years of experience with hydraulic, electrical, and powertrain systems on mobile equipment (agricultural, construction, heavy equipment, automobiles, or on/off-road trucks)

The preferred candidate will have experience with:

* 2+ years of experience with functionality, and application of agricultural and/or construction equipment
* Experience with dealership business practices relating to product support
* Experience with Precision Agriculture Applications and Diesel Engine Emissions Systems
* 5+ years of supervisory or management experience

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- option 1 and then option 5, or contact us at .

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.