CNH Industrial

Parts Technical Support - Level II Contact Center Agent

Location US
ID
2021-17284
Category
Support
Position Type
Full-time

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. 

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

A Parts Technical Level II 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.  This team member is self-motivating, calm and cool-headed, energetic and focused with an entrepreneurial spirit, and an advocate of our customers and company.  The Level II Agent will serve as a primary point of direct support to Parts Technical Level I Agents and 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

  • Using all available tools and resources, research and resolve requests that have been escalated by the Level 1 Agents, other customer support teams, or manager
  • Find fast and alternative solutions for dealers reducing machine down times in cooperation with other team members in the customer support department
  • 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
  • In times of high-volume, act as Level-1 by processing requests directly received via phone and/or an online submission tool and document using an internal incident management system for traceability and accuracy
  • Ability to work flexible hours, as business needs dictate

 

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

Qualifications

  • High school diploma OR GED with 4+ years agricultural, construction, or mechanical/technical experience
  • 2+ years customer service experience in parts, mechanical, breakdown support, or other related focus
  • 35 WPM typing skills

 

Preferred Qualifications:

  • Excellent written and oral communication skills 
  • 4+ years’ experience with Parts or Technical Support
  • 4+ years’ Bill of Materials expertise and breakdowns
  • Agricultural and/or Construction field experience
  • Experience in a call center environment
  • 50 WPM typing skills
  • Exhibits the ability to work in a high paced, cross-functional, and collaborative environment
  • Ability to read and understand engineering drawings
  • Proficient in the simultaneous operation of multiple software programs
  • Expert level user with Microsoft Office Suite

 

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.

 

Options

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed

Need help finding the right job?

We can recommend jobs specifically for you! Click here to get started.