CNH · 1 day ago
Service Technical Support Manager
Racine County, WI
Full-time
Hybrid
Senior Level
$106K/yr - $141K/yr
5+ years expCNH is a company focused on innovation, sustainability, and productivity in agriculture and construction. The Service Technical Support Manager will lead a team of technical support specialists, ensuring high-quality support for dealers and customers while driving continuous improvement in product quality and customer satisfaction.
IndustrialMachinery ManufacturingManufacturing
Responsibilities
Lead, coach, and develop the High Horsepower Tractor team of technical support specialists, conducting performance reviews, providing feedback, and identifying professional development opportunities
Monitor and manage Technical Help Desk queue performance, ensuring timely case resolution and adherence to quality standards, response time targets, and first-call resolution metrics
Serve as escalation point for complex technical issues, coordinating with product engineering, field teams, and dealers to drive resolution
Analyze support ticket data and trends to identify recurring issues, training gaps, and opportunities for process improvement
Collaborate with Training, Product Marketing, and Engineering to communicate field issues and ensure product competency across the team
Manage team resources, scheduling, and workload distribution to meet service level objectives
Other related duties as assigned
Qualification
Required
Bachelor's degree in Agricultural Systems, Engineering, Business, or related technical field (or equivalent experience)
Minimum 5 years of experience in technical support, service, or field operations within agricultural equipment, heavy machinery, or related industry
At least 2 years of supervisory or team lead experience
Experience with dealer networks and customer support environments preferred
Proficiency in CRM/case management systems (Salesforce, ServiceNow, or similar)
Ability to analyze data and generate reports using Excel, Power BI, or similar tools
Familiarity with agricultural equipment systems, diagnostics, and precision farming technology preferred
Preferred
Strong coaching and people development skills
Clear communicator, comfortable presenting to leadership and coordinating across departments
Organized and capable of managing multiple priorities in a fast-paced environment
Excellent interpersonal and customer service skills
Problem-solving mindset with ability to drive issues to resolution
Benefits
Comprehensive benefits program designed to support your health, well-being, and long-term success
Competitive compensation
Flexible work arrangements
Opportunities for continuous development
Company
CNH
CNH ( NYSE: CNH ) is a world-class equipment, technology and services company.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$7.31BKey Investors
Advanced Propulsion Centre UK
2025-11-20Post Ipo Debt· $577.02M
2025-08-27Post Ipo Debt· $581.53M
2025-06-02Post Ipo Debt· $364.53M
Leadership Team
Gerrit Marx
CEO
Recent News
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