Quality

COMPANY PROFILE:

CNH Industrial is a global capital goods company specializing in equipment and services for Agriculture and Construction. The Company operates commercially through its brand portfolio which includes Case IH, New Holland Agriculture, Steyr, CASE and New Holland Construction Equipment. More information can be found on the corporate website: www.cnh.com

WHO WE ARE LOOKING FOR:

The Customer Care Market Manager will be required to actively collaborate with the Brands, Dealer Support, Parts, and many other CNH functions to manage; Uptime, Customer Relations, and other Customer-focused activities, with the purpose of delighting our customers and helping to deliver an industry leading Customer Experience. Customer Care main objectives are: 

• Manage relationships with local teams, dealer network and customers and provide them with the necessary support. 
• Promoting Customer oriented rationale within all areas of activity leveraging gathered information to deliver outstanding Customer Experience. 
• Providing Customers with a simple access to CNH and its Brands through multiple contact channels. 
• Monitor and analyze Customer satisfaction and collect Customer feedback.
   

YOUR KEY RESPONSIBILITIES:

The Customer Care Market Manager is responsible for:

• Coordination of Uptime services (a special program for customers with flagship machines to minimize downtime and interruptions to their operations by expediting parts, technical or other inventive solutions):
  • Coordination & execution of Uptime activities (Parts & Technical) by actively supporting personnel from parts, dealer support and brands to achieve the Uptime targets.
  • Lead pre-season planning and in-season activities as part of the market team.
  • Identifying opportunities for process improvements and developing solutions.
•  Managing Customer Relation services (information and complaints), ensuring that:  
  • Customer concerns and complaints are properly handled and resolved.
  • Escalation and de-escalation process for customer concerns are appropriate.
  • Information requests are suitably handled by the market focal points.
  • Relevant and updated information is available for the call centre to be able to answer customer requests.
• Local support for Customer Experience / NPS related activities and Red Alert management (co-ordinating responses to individual customers to recover their loyalty if they tell us about a negative experience they have had with us)
   
• This position is reporting to the EMEA Customer Care manager, but in very close co-ordination with Business Directors and the team members of the local market/country organisations (incl. customers, dealers, Dealer Support, Service Development and Brand / Sales representatives)
• The Role has a high interaction not only with the previously mentioned actors but also with the rest of the Customer Care team, central competence centre and third-party suppliers, such as the main call centre, executing the different services offered. 
   

YOUR KEY COMPETENCES AND QUALIFICATIONS:

• Completed technical or business management studies or technician / master craftsman / foreman training and several years of professional experience, 
• Affinity for agriculture and agricultural engineering
• Motivated and customer focused with good troubleshooting skills.
• Well organised and able to work under pressure managing multiple priorities.
• Excellent communication & interpersonal skills – both verbal & written which enable you to deal with all parties in a professional manner.
• Interest in technical / product-related topics
• Strong networking capabilities, able to work independently and as part of a team.
• Strong passion for driving business performance.
• Capable of paying particular attention to detail.
• Experience in a service-driven environment would be an advantage.
• Languages: German (mandatory), English (mandatory), Dutch, Flemish or French would also be an advantage.

OTHER INFORMATION:

• Some travel will be required in the related markets and at regional level.
• The workload of this position is season-dependant and will be more demanding during the peak seasonal harvest and cultivation periods.