Service Technical Support Specialist - Agriculture Equipment

About the Role

CNH is seeking a Service Technical Specialist to provide expert technical support, remote diagnostics, and advanced troubleshooting for agricultural machinery and heavy equipment. As part of the North American Product Technical Support team, you will act as a primary technical advisor for dealership service technicians, field service staff, and engineering teams.

In this role, you will diagnose complex mechanical, hydraulic, and electronic control system issues over the phone and online, help resolve field support cases, and author technical service bulletins to improve equipment reliability across product lines.

Product Technical Support Competency Teams

Technical support specialists work within one of the following specialty teams:

• High horsepower tractors and diesel engines
• Crop production (planters, seeders, and tillage), harvesting (combines), and application (sprayer) equipment
• Medium horsepower tractors, low horsepower tractors and hay tools

Responsibilities

• Provide urgent, high-level technical support and troubleshooting advice to dealership service technicians, service managers, and field staff via phone and digital support portals.
• Utilize mechanical, hydraulic, and electrical schematics, as well as electronic test equipment/software, to interpret fault codes, ECU parameters, and telemetry data for root-cause problem identification.
• Document recurring technical issues, perform initial failure analysis, and collaborate with Product Quality, Engineering, and Manufacturing teams to develop product reliability improvements and update technical publications.
• Create, update, and publish technical service documents, troubleshooting guides, and solution articles in the self-help service database to accelerate repair resolution times for dealers.
• Accurately track and document all dealer technical inquiries and diagnostic telemetry in the contact management system for future reference.

Requirements

Education and Experience:

• Bachelor’s Degree in Agricultural Engineering, Mechanical Engineering, Ag Systems Technology, Industrial Engineering, Industrial Technology, or related field; OR
• Associate’s Degree with 5+ years of hands-on technical support or service experience with mobile heavy equipment, diesel machinery, agricultural equipment, or construction equipment.

Skills

• Technical Aptitude: Strong working knowledge of mobile equipment hydraulics, DC electrical schematics, mechanical assemblies, and electronic control systems.
• Software & Tools: Proficiency with diagnostic software tools, telemetry systems, and standard business applications (Microsoft Office, Excel, Outlook).
• Communication Skills: Excellent verbal and written technical communication skills for explaining complex diagnostic steps over the phone and in written support cases.
• Technical Curiosity: Strong desire to learn and understand technical systems in a constantly developing product environment, including a self-starting desire to get hands-on with available equipment to expand experience.

Preferred Qualifications

• 2+ years of mechanical or field service experience working directly with agricultural machinery, construction equipment, or heavy commercial trucks.
• 3+ years of technical support or dealership service technician experience on off-highway mobile equipment.
• Familiarity with digital controller architecture, precision farming technology, and controller area network protocols (CAN, LIN, ISOBUS, Ethernet).
• Experience working in a dealership service department or technical helpdesk environment.

Schedule

This position operates on a hybrid schedule (3 days in-office, 2 days remote). Standard working hours are 8:00 AM – 5:00 PM, with potential for shifted or seasonal extended hours, or rotating Saturday coverage.

Candidates can be based out of any of the following CNH Technical Training and Support facilities:

• Racine, Wisconsin, USA
• Ames, Iowa, USA
• New Holland, Pennsylvania, USA
• Saskatoon, SK, Canada

Travel

Ability to travel up to 10% as needed for field testing, dealer support, or factory training.