DEALER PARTS SUPPORT SPECIALIST

Innovation. Sustainability. Productivity. This is how we are breaking new ground in our mission to sustainably advance the noble work of farmers and builders everywhere. With a growing global population and increased demands on resources, our products are instrumental to feeding and sheltering the world. From developing products that run on alternative power to productivity-enhancing precision tech, we deliver solutions that benefit people—and they are possible thanks to people like you.

About the role

As a Dealer Parts Support Specialist, you will provide front-line support for all activities related to the parts order fulfillment process, with a focus on critical order types. You will collaborate with internal and external stakeholders, including dealers, suppliers, field personnel, purchasing, logistics, and engineering teams, to quickly resolve parts availability and shipment issues. This role drives customer and dealer satisfaction, equipment uptime, productivity, and dealer service capability while supporting CNH's reputation, competitive advantage, and overall business objectives.

Responsibilities

• Own the customer experience by responding to dealer inquiries promptly, professionally, and in alignment with established call quality standards and service expectations.
• Ensure a high level of dealer satisfaction by taking ownership of inquiries and providing accurate, timely updates through resolution.
• Gather, evaluate, and analyze information from multiple sources to make informed decisions regarding parts sourcing and provide accurate guidance to dealers.
• Demonstrate a customer-first mindset while balancing business needs, operational requirements, and company objectives.
• Support dealer success through ongoing training and education on CNH systems, enabling effective use of self-service tools and resources.
• Develop and maintain strong partnerships with internal and external stakeholders, including dealers, suppliers, field personnel, purchasing, logistics, and engineering teams, to resolve parts availability issues, expedite shipments, and support dealer and customer satisfaction, equipment uptime, productivity, and service capability growth.
• Maintain thorough and accurate documentation of dealer interactions, actions taken, and resolutions to ensure effective case tracking and follow-up.
• Provide dealer support through troubleshooting, issue resolution, and coordination of product or material supply to address urgent needs and minimize Total Vehicle Downtime (TVD).
• Deliver best-in-class service by consistently meeting or exceeding departmental performance metrics and key performance indicators (KPIs).
• Demonstrate strong interpersonal and professional skills, including effective communication, active listening, empathy, adaptability, conflict resolution, teamwork, collaboration, patience, and dependability, to foster positive relationships and achieve successful outcomes.
• Other duties as assigned.

Requirements

• Associate's degree in a related field with a minimum of 2 years of relevant experience; or
• High school diploma or equivalent with 4 or more years of relevant experience in a related discipline.

Pay

The annual salary for this role is $50,625 - $67,500 plus any applicable bonus. Actual salaries will vary and will be based on factors such as skill, experience, and qualification for the role.

Benefits

• Flexible work arrangements
• Savings & Retirement benefits
• Tuition reimbursement
• Parental leave
• Adoption assistance
• Fertility & Family building support
• Employee Assistance Programs
• Charitable contribution matching and Volunteer Time Off

Location: Remote, based in Field Wisconsin, Racine - Wisconsin - United States
Job Type: Full Time