Parts Tech Support Agent

CNH Industrial•Madison, WI

77d•Remote

About The Position

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 compassion, and the desire to thrive within an organization with development and growth opportunities? If so, CNH Industrial may have an opportunity for you. A Parts Technical Support 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. They are self-motivating, calm and cool-headed, energetic, and focused with an ambitious spirit, and an advocate of our customers and company. They serve as a primary point of contact to 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 is a 100% remote opportunity and can be located anywhere within the U.S.

Requirements

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.

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.