Product Support Manager - Digital Tools

About the role

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: provide expert technical guidance to dealership service technicians and customers related to farm management software and agronomic data; and 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

Core Duties

• Achieve or exceed all defined performance objectives for the team
• Monitor and evaluate team performance using metrics such as response quality, content accuracy, and adherence to Technical Help Desk standards
• 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

Qualifications

• Bachelor's degree in Engineering, Technology, Agricultural Sciences, or a related field
• 7-8+ years of experience in product or customer support, preferably within a dealership or original equipment manufacturer (OEM) environment
• 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)
• 2+ years of management experience, including people and/or process leadership

Pay

Annual salary range: USD $106,725.00 - $163,645.00 plus any applicable bonus. Actual salaries will vary based on various 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