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.cnhindustrial.com
WHO WE ARE LOOKING FOR:
The Area Technical Manager (ATM) guarantees outstanding customer satisfaction with CNH Agriculture products.
He/she works in partnership with dealers. As a true representative of the brand’s service, he/she provides end customers with the assurance that they will receive the support they can expect from the brands.
He/she manages operational service KPIs and interacts with the dealerships in his/her area of responsibility, i.e. workshop managers and service managers on all topics related to the workshops and product support. Flexible hours may be required depending on visit schedules and on-call standby time is possible for the Uptime Support process.
He/she reports to the Country Technical Manager and works closely together with the Technical Help Desk (THD) team, with Technical Training, with the central Warranty team, with the Service Development Manager (SDM) and with the Area Sales Manager (ASM) for profitably market penetration and growth.
YOUR KEY RESPONSIBILITIES:
- Manages questions concerning warranty, extended warranty, policy, product improvement programs and legal technical dispute accurately and efficiently with the aim of achieving highest customer satisfaction at best company benefit
- Responds to dealer support requests as a generalist and ensures a quick restart of all machine ranges
- Supports the company Uptime strategy by ensuring dealers benefit from and use all the information and tools at their disposal to get stopped machines back to work in a short period of time
- Supports colleagues in case the market orientation of their sector makes them specialists in a specific equipment range
- Supports on-site dealers on an ad hoc basis when remote diagnostics do not establish the cause of the fault quickly enough
- Trains dealership technical teams on after-sales procedures and diagnostic methods to improve their ability to diagnose quickly
- Integrates dealers into the process of improving machine quality
- Conducts regular reviews with dealers and communicates progress
- Raises suspicious warranty activities towards the Service Development department
- Facilitates workshops in coordination with dealership technical managers
- Ensures that all anomalies are escalated through the right channel and are well handled by the people in charge of quality
- Proposes a customized training plan for each dealership technician in coordination with the Service Development Manager (SDM)
- Regularly analyzes requests for assistance and THD reports from concessions in its territory
- Visits customers with dealership technical managers
- Provides the best advice in terms of the use and maintenance of equipment for both dealers and end customers
Ensures that incident reports (fire, personal injury or fatalities) are submitted in a timely manner
YOUR KEY COMPETENCES AND QUALIFICATIONS:
Education / Training
- Bachelor’s Degree in the agricultural or construction sector or equivalent professional education level
- Fluent in Italian and English
- Professional knowledge of MS Office software applications
- Knowledge of industry practices including telematics and over-the-air services
- Knowledge of the products sold in the area of responsibility
Skills / Experience
- Minimum 5 years experience as a workshop manager at a dealership or 3 years experience as a service manager at a manufacturer of agricultural or construction equipment
- A team player, perceptive in observing technically difficult situations, dedicated to problem resolution, rigorous in taking decisions and showing initiative, well organized and detailed in reporting
- In-depth knowledge of customer relationship management and Customer Satisfaction
- Excellent verbal and written communication skills with problem solving capabilities
- High level of autonomy and flexibility (travel, seasonal peaks)
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