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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
WHO WE ARE LOOKING FOR:
Operating closely with the Aftersales/Agriculture (AG) Product Support & Brand Services division, this position will assume full responsibility in developing, deploying, training and communication of all aspects of the CNH Connected Services strategy. In addition, this position will also support the Product Support and Brand Services organization in developing/implementing CNH Processes in order to strengthen the overall Aftersales Customer experience in Southern Africa for both the New Holland and Case iH brands. The position will also work closely with the Precision Solutions & Technology (PS&T)/AG Solutions/Precision AG organization in ensuring a holistic approach towards connected machines.
YOUR KEY RESPONSIBILITIES:
- Connected Services
- Spearhead the introduction and roll-out of Connect Room/Control Room to the AG Network in Southern Africa;
- Ensure Network Readiness & strong customer value proposition around Connected Services;
- Drive and Track the Activation % of all connected vehicles in the territory;
- Be the contact with the Europe Middle East Africa (EMEA) Connected Services Team;
- Conduct periodic audits on the effectiveness of the Connect Rooms/Control Rooms in the Network; and
- Be the responsible person within Brand Services to coordinate the ongoing development and proper running of other service tools including: Dealer Quality Reporting (DQR), Electronic Technical Information Management (eTIM); Electronic Service Tool (EST), Technical Help Desk (THD), Web Academy; EParts; eWarranty; MyBrand, etc.
- Aftersales Processes
- In working closely with the AG Product Support & Brand Services organization, identify, prioritize and implement key CNH processes which will assist in driving an industry-leading Aftersales Experience for all customers.
- Drive and be an advocate for NPS (Net Promotor Score) as a key instrument to measure overall customer experience and implementing corrective measures and strategies where needed.
- Lead the Brand Services drive towards Dealer Management System (DMS) integration to facilitate major projects including Digital Job Cards.
- FIELDS-OPS Value Proposition
- In working closely with the PS&T/AG Solution function in country, ensure that the full value proposition around FIELDS-OPS are implemented in the territory – with this position focusing largely around Fleet Management & Fleet Health.
- Work alongside PS&T and Commercial Marketing departments to deliver an aligned communication and roll out strategy for all ongoing aspects of connectivity.
- Human Capital Management
- Direct and manage human capital in the business in line with the group policies and procedures.
- Technical Training
- Spearhead training and development of capacity to effectively introduce & manage the Connected Services value proposition in the Network.
- Lead the Network Training around Net Promotor score and accompanying processes and procedures.
YOUR KEY COMPETENCES AND QUALIFICATIONS:
| Minimum Required Education | Matric/ Grade 12 |
| Advantageous | Technical qualification |
| Related experience |
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| Skills and Competencies: |
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