CNH Industrial

Field Service Manager - Aftermarket Solutions

Location CA-AB
ID
2021-17032
Category
Service Operations
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 Parts & Service, is a major international force in its specific sector.  

 

The Field Service Manager for CASE IH ensures customer productivity and uptime by aggressively evolving the dealer service network to best in class, which enhances Dealers service capabilities and drives profitability.  The focus territory for this position is southern Alberta and British Columbia, Canada.  Candidate will be ideally located in or near Calgary or Lethbridge, AB.

 

Responsibilities

Partner with dealers and region team to drive best practice behaviors related to Service capability outlined in the Dealer Service Standards

 

Engage dealer principal, service management and all levels of the business team to maximize service growth, profitability and absorption through training and promoting service best practices

 

Gain Dealer alignment on targeted reinvestment into facilities, assets and personnel to enhance support capability by product segment (Dealer contracts)

 

Promote customer satisfaction, market share growth and retention by continuously driving toward a best in class dealer network

 

Ensure technical support capabilities within Dealerships by promoting focused training requirements and driving best in class service technician quality to support products sold

 

Provide Dealers with technical assistance and ensure available technical resources are utilized (ASiST, eTIM, eWarranty, Special Tools, Etc.) to promote expedited repairs and customer satisfaction

 

Assist Dealers in maintaining required and accurate warranty documentation to ensure effective and ethical warranty recovery practices

 

Assist dealers with warranty and out of warranty concerns. Administer and track financial support dollars for assigned territory. Ensure Dealer Product Improvement Programs (PIP’s) are completed

 

Quantify and track emerging product concerns on territory and escalate to ensure proactive resolution to positively affect customer satisfaction

 

Manage and report Dealer and Customer interactions proactively as part of developing enhanced product support

 

Support Corporate and Dealer product support events and farm shows

 

Annual Base Salary Range for this position:  $72,250 - $97,750 CAD

Qualifications

Bachelor’s Degree/Licensed Journeyman and 5+ years of dealer service operations or other relevant agriculture or construction related experience

 

OR Associate’s Degree plus 7+ years of dealer service operations or other relevant agriculture or construction related experience

 

Ability to travel up to 65%

 

 

The ideal candidate will have:

 

Self-Starter with excellent technical problem-solving abilities and a proven track record for performing well in a fast-paced dynamic work environment with tight deadlines and changing priorities. Ability to be flexible and resilient

 

Strong computer skills, negotiation skills, ability to prioritize, good verbal and written communication skills

 

Demonstrated analytical skills and ability to develop customer and market insights

 

Proven experience effectively delivering impactful projects in fast-moving environment with ability to influence all levels and work effectively across functions and geographies

 

Experience of Dealership aftersales business and marketing

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

 

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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