Manufacturing
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.cnhindustrial.com
The position’s primary objectives are to maintain and improve overall customer and dealer/Importer relationships with CNH. Ensuring customer productivity, uptime, and information flow from the field back to CNH. To provide necessary coaching to support dealer/Importer service capability growth.
- Manage customer and dealer satisfaction for area of responsibility.
- Manage dealer behaviour in relation to service and customer satisfaction.
- Support dealers in offering an excellent level of customer service by:
- Working closely with colleagues and dealers to resolve product quality or performance issues.
- Reporting product quality and behaviour concerns.
- Ensuring timely completion of Product Improvement Programs.
- Evaluating dealer service personnel and training needs.
- Measuring and improving service KPIs.
- Ensure that all dealer inquiries are properly reported within our company
- Ensuring complete use of Connected Machine information
- Manage warranty and policy spend for area of responsibility, and to support dealers with warranty process.
- Collaborate with other field staff to provide a joined-up approach to dealer & customer support.
- Impact:
- Serves as direct company/brand representative to dealers and customers, positively portraying brand image.
- Strong influence on customer satisfaction.
- Monitors warranty/policy expenses resulting in cost reduction for the brand.
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Communication:
- Ensure all communications remain customer-centric, with good technical details.
- Manages relationship between CNH and dealer in assigned region.
- Regular information exchange with marketing, sales & parts.
- Relay customer feedback to product support & other internal functions.
- Regular information exchange with the Country Service Manager.
- Documents technical resolutions of product issues.
- Job Requirements & Qualifications:
- Degree in related field or equivalent experience
- Minimum 3 years’ experience in dealer service operations within heavy equipment industry (agricultural or construction).
- Knowledge of industry practices (farming or construction).
- Strong knowledge of all products in region.
- Strong knowledge of Microsoft Office.
- Excellent verbal and written communication skills with problem solving capabilities (English is essential, Turkish / Russian Advantage).
- Team player and problem solver.
- High level of autonomy and flexibility (travel, seasonal peaks).
- Willingness to travel.
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