Aftersales Service Manager

CNH; Atlanta (GA); On-site; USD 87,000 - 133,000; Full time

Benefits offered by this job

Flexible work arrangements

Retirement benefits

Tuition reimbursement

Parental leave

Employee assistance

Job summary

CNH Industrial in Atlanta, GA is seeking an Aftersales Service Manager to strengthen the dealer service network, boost uptime, and improve profitability across the region.

You will partner with dealers and regional teams to drive best-practice service capabilities, oversee warranty processes, and ensure customer satisfaction through proactive support and training.

Qualifications

• Bachelor’s Degree with 5+ years of dealer operations or service related in heavy equipment OR Associate’s Degree with 8+ years of dealer operations or service related in heavy equipment OR 10+ years field service experience considered in lieu of degree.
• Technical knowledge and understanding of equipment business industry or desired specific product knowledge.
• Ability to travel up to 65%.

Responsibilities

• Partner with dealers and region team to drive best practice behaviors related to Service capability outlined in the Dealer Service Evaluation.
• Engage dealer principal, service management and all levels of the business team to maximize service growth, profitability and absorption through training and promoting service best practices.
• Gain Dealer alignment on targeted reinvestment into facilities, assets and personnel to enhance support capability by product segment (Dealer contracts).
• Promote customer satisfaction, market share growth and retention by continuously driving toward a best in class dealer network.
• Utilize and monitor telematic data for units within assigned territory to monitor for in season progress, critical alerts and emerging product issues to provide feedback to product support and quality teams.
• Quantify and track emerging product concerns on territory and elevate to ensure proactive resolution to positively affect customer satisfaction.
• Ensure NPS Repair and Own & Use survey scores are at appropriate levels and collaborate with assigned dealers to react and close red alerts for negative surveys.
• Manage and report Dealer and Customer interactions proactively as part of developing enhanced product support.
• Ensure technical support capabilities within Dealerships by promoting focused training requirements and driving best in class service technician quality to support products sold.
• Provide Dealers with technical resource guidance and ensure available technical resources are utilized (ASiST, eTIM, eWarranty, Special Tools, Etc.) to promote expedited repairs and customer satisfaction.
• Assist Dealers in maintaining required and accurate warranty documentation to ensure effective and ethical warranty recovery practices.
• Assist dealers with warranty and out of warranty concerns. Administer and track financial support dollars for assigned territory.
• Complete warranty health checks on assigned territory as required
• Ensure Dealer Product Improvement Programs (PIP’s) are completed in accordance with dealer contracts.
• Support Corporate and Dealer product support events and farm shows

Skills

Dealer operations

Heavy equipment knowledge

Travel readiness

Education

Bachelor’s Degree

Associates Degree

Tools

ASiST

eTIM

eWarranty

Special Tools

Job description

About Us

Innovation. Sustainability. Productivity. This is how we are Breaking New Ground in our mission to sustainably advance the noble work of farmers and builders everywhere. With a growing global population and increased demands on resources, our products are instrumental to feeding and sheltering the world.

About Us

Innovation. Sustainability. Productivity. This is how we are Breaking New Ground in our mission to sustainably advance the noble work of farmers and builders everywhere. With a growing global population and increased demands on resources, our products are instrumental to feeding and sheltering the world.

Grow a Career. Build a Future!

Be part of this company at the forefront of agriculture and construction, that passionately innovates to drive customer efficiency and success. And we know innovation can't happen without collaboration. So, everything we do at CNH Industrial is about reaching new heights as one team, always delivering for the good of our customers.

Job Purpose

The Aftersales Service Manager ensures customer productivity and uptime by aggressively evolving the dealer service network to best in class, which enhances Dealers service capabilities and drives profitability. Candidate must be located within Georgia or Florida for this role.

Key Responsibilities

• Partner with dealers and region team to drive best practice behaviors related to Service capability outlined in the Dealer Service Evaluation
• Engage dealer principal, service management and all levels of the business team to maximize service growth, profitability and absorption through training and promoting service best practices
• Gain Dealer alignment on targeted reinvestment into facilities, assets and personnel to enhance support capability by product segment (Dealer contracts)
• Promote customer satisfaction, market share growth and retention by continuously driving toward a best in class dealer network
• Utilize and monitor telematic data for units within assigned territory to monitor for in season progress, critical alerts and emerging product issues to provide feedback to product support and quality teams.
• Quantify and track emerging product concerns on territory and elevate to ensure proactive resolution to positively affect customer satisfaction
• Ensure NPS Repair and Own & Use survey scores are at appropriate levels and collaborate with assigned dealers to react and close red alerts for negative surveys
• Manage and report Dealer and Customer interactions proactively as part of developing enhanced product support
• Ensure technical support capabilities within Dealerships by promoting focused training requirements and driving best in class service technician quality to support products sold
• Provide Dealers with technical resource guidance and ensure available technical resources are utilized (ASiST, eTIM, eWarranty, Special Tools, Etc.) to promote expedited repairs and customer satisfaction
• Assist Dealers in maintaining required and accurate warranty documentation to ensure effective and ethical warranty recovery practices
• Assist dealers with warranty and out of warranty concerns. Administer and track financial support dollars for assigned territory.
• Complete warranty health checks on assigned territory as required
• Ensure Dealer Product Improvement Programs (PIP’s) are completed in accordance with dealer contracts.
• Support Corporate and Dealer product support events and farm shows

Experience Required

• Bachelor’s Degree with 5+ years of dealer operations or service related in heavy equipment OR Associates Degree with 8+ years of dealer operations or service related in heavy equipment OR 10+ years field service experience considered in leu of degree
• Technical knowledge and understanding of equipment business industry or desired specific product knowledge
• Ability to travel up to 65%

Preferred Qualifications

Pay Transparency

The annual salary for this role is USD $86,625.00 - $132,825.00 plus any applicable bonus (Actual salaries will vary and will be based on various factors, such as skill, experience and qualification for the role.)

For roles open across multiple locations, the salary range indicated refers to the primary location. If a different location is considered, the applicable salary range will be communicated to candidates prior to the first interview.

What We Offer

We offer dynamic career opportunities across an international landscape. As an equal opportunity employer, we are committed to delivering value for all our employees and fostering a culture of respect.

Benefits

At CNH, we understand that the best solutions come from the diverse experiences and skills of our people. Here, you will be empowered to grow your career, to follow your passion, and help build a better future. To support our employees, we offer regional comprehensive benefits, including:

• Flexible work arrangements
• Savings & Retirement benefits
• Tuition reimbursement
• Parental leave
• Adoption assistance
• Fertility & Family building support
• Employee Assistance Programs
• Charitable contribution matching and Volunteer Time Off

Click here to learn more about our benefits offerings! (US only)

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 "Know Your Rights" poster 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.

Canada applicants: CNH Industrial is an equal opportunity employer. This company considers candidates regardless of race, color, 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.

If you need reasonable accommodation with the application process, please contact us at [e-mail]