PARTS TECHNICAL TEAM LEAD

Job Location: Ames - Iowa - United States, New Holland - Pennsylvania - United States, Oak Brook - Illinois - United States, Racine - Wisconsin - United States, Sioux Falls - South Dakota - United States

Job Type: Full Time

Working Mode: Hybrid

About Us

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 are delivering solutions that benefit people – and they are possible thanks to people like you. If the opportunity to build your skills as part of a collaborative, global team excites you, you’re in the right place. Grow a Career. Build a Future! Be part of this company at the forefront of agriculture and construction, that passionately innovates to drive customer efficiency and success. And we know innovation can’t happen without collaboration. So, everything we do at CNH Industrial is about reaching new heights as one team, always delivering for the good of our customers.

Job Purpose: 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 Team Lead is a core experience 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 hybrid requiring 3 days in office.

Responsibilities

• Research and resolve requests that have been escalated by the Level 1 and Level 2 Agents, support teams, or manager
• Train/onboard new agents utilizing the current training program
• Navigate eParts catalog, interpreting variant (build) codes, serial number breaks, and date codes
• Work with EBT, BDA, Quality, THD, Catalog to resolve escalated dealer issues
• Identify parts catalog errors, propose suggested changes, and escalate to Cataloging Team
• Read and interpret engineering drawings / Cross reference supplier part numbers
• Find fast and alternative solutions for dealers reducing machine down times
• Monitor procedures, processes, and systems to help meet team objectives
• Document accurate and complete information in request resolution
• Support the Parts Technical Manager in executing team strategy, priorities, service expectations, and continuous improvement initiatives
• Identify recurring inquiry trends, process gaps, and technical knowledge needs, and communicate findings and recommendations to the Parts Technical Manager

Requirements

• Associate degree (Preferably Business, Communication, Mechanical, or Technical discipline)
• 5 years of relevant customer service experience (Parts sales, technical support, field service)
• Experience within a dealership environment strongly preferred
• In lieu of associate’s degree we will consider either:
  • One-year mechanical program certification with four (6) years of above stated experience
  • High School Diploma/GED with five (7) years of above stated experience
• Strong organizational skills