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.
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
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
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 email@example.com.
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