About this role
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 role leads a team of Service Technical Specialists and Product Champions, ensuring timely identification and escalation of product quality issues and building strong dealer relationships to drive exceptional customer experience. What You'll Do
- 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.
- Achieve or exceed defined performance objectives for the team and monitor 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.