Product Support Manager

Job Purpose

The Product Support Manager is a key member of the Product Support Organization’s leadership team within CNH Industrial’s North American operations. This organization has two primary responsibilities:

• Technical Support: Provide expert technical guidance to dealership service technicians and CNH Industrial Field Aftersales personnel.
• Product Support resources: Review, develop and maintain service documentation and solutions, including Service & Repair Manuals and the ASIST Knowledge Database, for dealer reference.

Key Responsibilities

• Lead and manage a team of Service Technical Specialists and Product Champions, fostering a culture focused on long-term success and exceptional customer experience.
• Coach and develop team members to improve performance, technical skills, and problem-solving capabilities.
• Oversee hiring, onboarding, performance management, disciplinary actions, and terminations as needed.
• Ensure timely identification, escalation, and resolution of product quality issues across CNH products.
• Build and maintain strong relationships with key dealers and their service and precision departments to support effective issue resolution and root cause analysis.
• Collaborate with cross-functional teams including Technical Information, Technical Training, Field Aftersales, and Product Quality to proactively address emerging issues.
• Participate in early warning teams for new product launches and engage with field personnel to assess market impact of product quality concerns.
• Develop and maintain individual development plans for all team members using internal tools and processes.
• Maintain strong working relationships with dealer service and precision departments to support continuous improvement and customer satisfaction.

Experience Required

• Bachelor’s degree in Engineering, Technology, Agricultural Sciences, or a related field.
• Minimum of 2 years of management experience, including people and/or process leadership.
• At least 5 years of experience in product or customer support, preferably within a dealership or original equipment manufacturer (OEM) environment.
• Minimum of 2 years of hands-on experience with hydraulic, electrical, and powertrain systems on mobile equipment (e.g., agricultural, construction, heavy equipment, automotive, or on/off-road trucks).

Pay Transparency

The annual salary for this role is USD $86,625.00 - $132,825.00 plus any applicable bonus (Actual salaries will vary and will be based on various factors, such as skill, experience and qualification for the role.)

What We Offer

• Dynamic career opportunities across an international landscape.
• Equal opportunity employer commitment.
• Comprehensive benefits including 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.

Additional Information

For roles open across multiple locations, the salary range indicated refers to the primary location. If a different location is considered, the applicable salary range will be communicated to candidates prior to the first interview.

CNH Industrial is an equal opportunity employer. This company considers candidates regardless of race, color, religion, sex, sexual orientation, gender identity, nationality, place of origin, disability, marital status, family status, age, or any other ground prohibited by applicable provincial human rights legislation.

If you need reasonable accommodation with the application process, please contact us at narecruitingmailbox@cnhind.com.