Technical Support Specialist - Construction

CNH Industrial•Racine, WI

42d•$72,750 - $111,550•Hybrid

About The Position

The Technical Support Specialist for Construction Equipment is a team member within the Technical Support-Construction team. Team members have three primary roles: Provide expert technical advice to dealership service department personnel and Field Service team members, Provide input to improve reliability and serviceability of CNH Construction products, and Provide input to improve service information technical training content based on experience with troubleshooting the product(s). This position is a hybrid role and requires the employee to be on-site at a CNH facility at least three (3) days per week.

Requirements

Associate's Degree and a minimum of one year of heavy equipment troubleshooting experience OR a High School Diploma with a minimum of three years of heavy equipment troubleshooting experience
Technical experience relating to diagnostics of mobile mechanical, electrical (12 or 24 volt DC), Electric Propulsion, transmission, hydraulic, hydrostatic, engine, and/or exhaust aftertreatment systems.
Desire to support dealership and customer operations.
Excellent written and oral communication skills.
Excellent time management skills.

Nice To Haves

Experience with remote support
Experience with dealership service department activities
A working knowledge of construction products and applications

Responsibilities

Answering technical questions from CNH dealers or from CNH Field Service team members using personal knowledge, experience, and available reference sources, including Engineering.
Structuring answers consistent with CNH objectives while being attentive to the cost and time of repairs to CNH, the dealership, and the customer.
Striving to maximize customer uptime by providing the complete, correct response on first interaction.
Documenting all technical questions and data into a contact management system for future reference by other Technical Support Specialists, Quality, and Engineering.
Creating additional technical troubleshooting information in conjunction with Engineering and Technical Information.
Maintaining relationships with Engineering, Quality, Technical Training, and Technical Support employees to provide regular feedback of current or emerging issues customers are experiencing with CNH construction equipment.
Becoming a "product expert" on assigned products.
Other duties as assigned.