CNH Industrial

Contact Center Agent - Technical Support

Location US
ID
2021-16935
Category
Support
Position Type
Full-time

Overview

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.

 

Are you a machine enthusiast, enjoy a fast-paced environment, have a passion for customer service, drive to deliver timely, knowledgeable solutions with confidence, professionalism and empathy? Do you have the desire to flourish within an organization with development and growth opportunities?  Do you enjoy remote working?  If so, CNH Industrial Aftermarket Solutions may have an opportunity for you.

The Contact Center 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 entrepreneurial 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 can be performed 100% remote and located anywhere in the continental United States.

Responsibilities

Process requests received via phone and/or an online submission tool and document using 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

 

Trouble shoot issues and deliver complete resolution to contacts. Structure solution to incidents consistent with company objectives, policies and procedures. Effectively explain resolution through both verbal communication and in writing via electronic media

 

Identify material publishing errors, propose suggested changes, and escalate to Global Parts Publishing Team

 

Identify parts catalog errors, propose suggested changes, and escalate to Cataloging Team

 

Participate in training activities (both formal and informal) to continue to develop a thorough understanding of company products and services

 

**Must supply own Internet connectivity with a minimum of 10Mpbs unless able to work from a CNHi established facility**

Qualifications

Bachelors degree OR Associates degree with 2+ years relevant experience OR High School degree with 4+ years relevant experience 

2+ years customer service experience

35 WPM typing skills

 

The preferred candidate will have experience with the following:

Bachelors degree in an agricultural, construction, mechanical/technical sciences discipline

Aftermarket experience and or a strong “parts background” who is used to dealing with and identifying parts

Excellent written and oral communication skills

Ability to read and understand engineering drawings

Ability to work in a high paced, cross-functional, and collaborative environment

Ability to work independently with minimal supervision

Ability to work flexible hours, as business needs dictate

50 WPM typing skills

EEO

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 narecruitingmailbox@cnhind.com.

 

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

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