About this role
About the Role CNH Industrial is seeking a Parts Technical Support Agent to be a core member of the Customer Solutions Center, providing technical expertise on parts to the North American dealer network and internal teams in a fast-paced environment. The role is hybrid (3 days in the office) and emphasizes fast issue resolution, collaboration across parts, depots, and quality to deliver timely, knowledgeable solutions for dealers. What You'll Do
- Process requests received via phone and/or an online submission tool and document using an internal incident management system for traceability and accuracy.
- Find fast and alternative solutions for dealers, reducing machine downtime in cooperation with other team members in the customer support department.
- Research issues using all available tools and seek out information when not readily available.
- Compose relevant, timely, complete, and accurate part identification information for corrective action.
- Coordinate quality problems with our Parts Depots and Central Quality team to implement corrective action and obtain good parts for the dealer.
- Troubleshoot issues and deliver complete resolution to contacts.
- Structure solution to incidents consistent with company objectives, policies, and procedures.
- Optimally explain resolution through both verbal communication and in writing via electronic media.
- Identify parts catalog and material publishing errors, propose suggested changes, and escalate as needed.