CNH Industrial

After-Sales Business Specialist

Location US-PA-New Holland
ID
2021-17338
Category
Sales
Position Type
Full-time

Overview

FPT Industrial is the Brand of CNH Industrial dedicated to the development, production, sale and assistance of powertrains for On Road, Off Road, Marine and Power Generation applications. We work for businesses serving other businesses, and we are committed to satisfy the requirements of both direct and final Customers. The mission FPT Industrial is to achieve and maintain technological leadership in all industrial powertrain fields, thanks to innovation, product excellence and continuous improvement. Customer satisfaction is our driving force. Guided by the needs of both direct and final Customers, we strive to offer all over the world the best engines, drivelines and after-treatment solutions for any application. By pursuing this mission, we generate a process of sustainable growth – based on respect for the environment and on commitment to the social wellbeing of employees and local communities.

 

As an After-Sales Business  Manager you will help to create a world class service network by partnering with FPT distributors and dealers throughout North America to ensure that all aspects of dealer parts and service capabilities are adequate to support FPT products and drive a high level of customer satisfaction. The After- Sales Business Manager will develop effective business practices with distributors and dealers to propagate sustainable financial health and growth through After-Sales. 

Responsibilities

Responsibilities Include:

 

  • Develop and execute on the FPT North America service network strategy to provide best in class service to all customers with FPT open market engines.
  • Continuously develop and implement processes and programs to improve the service experience for customers
  • Manage the set-up of Parts & Service systems as well as training on the usage of those systems  
  • Perform scheduled periodic visits to Distributors and Dealers
  • Complete service point evaluations and perform ongoing service standards program administration
  • Ensure that information for required stocking parts is available and provided to Distributors / Dealers while also collaborating with CNH Parts to make sure those parts are available in North American depots and stocked by Distributors / Dealers
  • Collaborate with the Parts team to monitor the availability of designated parts in North American depots
  • Develop Distributors / Dealers to grow and maintain satisfactory end-user experiences with FPT products
  • Engage Distributors / Dealers to ensure service staff are properly trained to technically support FPT products
  • Collaborate with Distributors / Dealers to ensure all available technical resources (ASIST, eTIM, special tools, etc) are used effectively for resolution to customer support concerns.  
  • Quantify and track emerging product support trends that negatively affect the customer experience and the business  
  • Work with Original Equipment Manufacturers and FPT  Distributors to ensure that each of the OEM’s  customers receives best in class service
  • Support Corporate and Dealer events and shows where appropriate
  • Ensure that Distributors / Dealers comply with correct legal documentation for Accident & Fire incidents
  • Assist dealers in maintaining required accurate warranty documentation and develop effective and ethical warranty recovery practices.
  • Contract set-up of new dealers

Qualifications

Minimum Requirements:

 

  • Bachelor’s degree in Business, Mechanical or Agricultural Engineering, or similar is required
  • Four years of experience with Parts & Service and Distributor and/or Dealer processes
  • Minimum one year of experience in a parts and/or service oriented function with comprehensive knowledge of engine applications
  • Minimum one year of experience using Microsoft Office including Excel, Word, PowerPoint and Outlook

 

Preferred Qualifications:

 

  • Aftersales business management experience from agricultural, automotive, heavy equipment, or on-highway industry, or similar
  • Additional computer background knowledge in FPT systems such as Dealer Portal, ASIST, CSPS, NextPower, and POST
  • Experience working in or calling on engine distributors and/or dealers in Parts, Sales, and Service capacities
  • Background in the free market engine business
  • Proven track record of improving customer experiences through service networks

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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