Through its people and brands, CNH Industrial delivers power, technology and innovation to farmers, builders and drivers all around the world. Each of its brands, including Case IH, New Holland Agriculture, Case and New Holland Construction, FPT Industrial, Capital, and Aftermarket Solutions, is a major international force in its specific sector.
The Product Technical Specialist is responsible for providing Level 2 support to the Technical Support Specialists within the Product Support organization. You will be the product technical expert and point person for the assigned precision agricultural product(s). In addition, you may collect and investigate data from a variety of sources to create accurate problem statements and drive prompt issue resolution by working with the Current and New Product Quality teams to help drive quality improvement of the assigned products.
The ideal candidate will be located at the Racine, WI or Ames, IA facility.
Ensure the overall support of Level 1 Technical Help Desk agents receive a timely resolution response by managing Level 2 escalations
Provide technical data and various product and production updates to level 1 agents and field personal to maintain consistent problem resolution for dealers and customers while maintaining consistent feedback
Execute timely internal and external communication to assist in resolving field issues at all stages of the Current Product Management (CPM) process from identification and containment to resolution
Participate in Voice of the Customer (VOC) initiatives for product field quality and reliability issues by identifying improvement opportunities supported with facts and real data through end-user information gathered in ASIST, dealer/customer visits and other forms of customer feedback
Interface directly with customers and dealers through field visits to resolve issues and gather technical data for the Quality team
Bachelor’s Degree in Mechanical, Agricultural, Engineering, or Technical related field
4+ years of technical experience working with large mobile equipment
2+ years of Precision Agriculture or Construction experience
Ability to travel up to 25%
The preferred candidate will have at least one of the following:
Experience with Agriculture or Construction equipment
3+ years experience in Product Support or Product Validation
2+ years analytical and problem-solving skills with emphasis on technical root cause analysis and validation
2+ years organizational and project management experience with the ability to work well both independently and as part of a cross-functional team
2+ years experience in plant manufacturing
2+ years experience using quality tools to solve problems
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.
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