Apply on Employer Site

CNH · 7 hours ago

Parts Tech Support Agent

United States

Full-time

Remote

Mid Level

$62K/yr - $78K/yr

3+ years exp

CNH Industrial is committed to innovation and sustainability in agriculture and construction. They are seeking a Parts Technical Support Agent to provide technical expertise to their North American dealer network, ensuring timely and knowledgeable support for parts-related inquiries.

IndustrialMachinery ManufacturingManufacturing

Responsibilities

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

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

Identify parts catalog and material publishing errors, propose suggested changes, and escalate to Cataloging Team or Global Parts Publishing respectively

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

Qualification

Technical supportParts identificationMechanical knowledgeWindows systemsCustomer serviceTyping speedProblem-solvingTeam collaborationCommunication skills

Required

Associates Degree in Agriculture, Construction, or mechanical/technical science's field with three years of experience in agriculture, construction, or heavy equipment technical service and/or support

In lieu of Associates degree will consider a minimum one-year mechanical program certification with 4 years of above stated experience or a high school diploma/GED with five years of above stated experience

Minimum one year experience with daily usage of Windows based computer systems

Minimum typing speed of 35WPM

Ability to work flexible hours as business needs dictate