Service and Support
CNH Industrial is a world-class equipment and services company. Driven by its purpose of Breaking New Ground, which centers on Innovation, Sustainability and Productivity, the Company provides the strategic direction, R&D capabilities, and investments that enable the success of its five core Brands: Case IH, New Holland Agriculture and STEYR, supplying 360° agriculture applications from machines to implements and the digital technologies that enhance them; and CASE and New Holland Construction Equipment delivering a full lineup of construction products that make the industry more productive. Across a history spanning over two centuries, CNH Industrial has always been a pioneer in its sectors and continues to passionately innovate and drive customer efficiency and success, driven by its purpose of Breaking New Ground. As a truly global company, CNH Industrial’s 35,000+ employees form part of a diverse and inclusive workplace, focused on empowering customers to grow, and build, a better world.
The Technical Support Specialist – GNSS involves a combination of technical support and product testing, primarily handles external customer service requests. As a Technical Support Specialist you will perform post-sale technical support and performance validation for various products, resolve a wide variety of customer technical issues or education inquiries, verbally or in writing, troubleshoot and perform root cause analysis and handle functionality issues. You will also set up and monitor product testing; and determine performance through data analysit, train employees and partners that interface with the customer so that they can provide primary product support, and report and communicate test results. Lastly, you will develop test procedures, test fixtures and training materials as required.
• Perform direct customer, dealer, and service center technical and customer support via telephone, email and/or any other communication method for escalated cases.
• Field problem resolution – must be able to travel to field locations to solve and/or capture component, software or application issues with a given product that cannot be resolved remotely
• Resolve service issues, routing more complex issues to the appropriate team
• Reproduce field issues using equipment in the lab to assist in troubleshooting issues remotely
• Prepare training and support materials and provide training on new and existing products
• Conduct advanced troubleshooting
• Contribute to and maintain product knowledge database to allow for ready access to product information, procedures, and troubleshooting guides• Ensure new and existing products are designed and perform in accordance with the market requirements
• Perform and document regular validation testing and data analysis on alpha, beta, and existing products to confirm functionality, performance and reported issues, and uncover any failures or weaknesses
• Setup and monitor internal and external automated data collection and analysis, and communicate test results in a clear and efficient manner
• Develop and document test plans and procedures
• Travel is required, less than 10%
Annual base salary range for this role is $63,375 – $84,500 USD. (Actual salaries will vary and will be based on various factors, such as skill, experience and qualification for the role.)
• Minimum 3 years of experience in product support, product testing, repair or troubleshooting role
• Basic to intermediate knowledge of electronics principals and Windows PC operation
• GPS/GNSS product knowledge is preferred
• This position requires a basic understanding and application of a body of theoretical knowledge, usually acquired through degree granting schools or a significant amount of practical knowledge gained through experience
• The work typically involves a specialized field of knowledge
• Hands-on professional GPS product experience desired
• Must know how to operate basic electronic test equipment (volt meters, power supplies)
• Have a basic understanding of electrical schematics and diagrams
• Must be able to perform basic soldering (i.e. cables, wires, connectors)
CNH Industrial offers a wide variety of benefits that not only encourages wellness and preventive care, but we also provide the right tools and programs to help you achieve it. Our benefits package includes medical, dental, vision, disability, and life insurance. Our industry leading 401k will support you in meeting your retirement objectives. Additional benefits include paid parental leave, flexible work policies, opportunities for self-development and paid leave for specific activities. Click here for more information!
US applicants: CNH Industrial is an equal opportunity employer. This company considers candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Applicants can learn more about their rights by viewing the federal “EEO is the Law” poster and its supplement here. CNH Industrial participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. You can view additional information here.
If you need reasonable accommodation with the application process, please contact us at narecruitingmailbox@cnhind.com.
Read about our company’s commitment to pay transparency by clicking this link: pay transparency notice.
Canada applicants: CNH Industrial is an equal opportunity employer. This company considers candidates regardless of race, colour, religion, sex, sexual orientation, gender identity, nationality, place of origin, disability, marital status, family status, age, or any other ground prohibited by applicable provincial human rights legislation.
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