Dealer Parts Support Specialist

CNH; Madison (WI); On-site; USD 51,000 - 68,000; Full time

Benefits offered by this job

Flexible work arrangements

Tuition reimbursement

Parental leave

Adoption assistance

Fertility & Family building support

Employee Assistance Programs

Charitable contribution matching

Job summary

CNH Industrial is seeking a Dealer Parts Support Specialist to provide frontline support for parts order fulfillment, collaborating with dealers, suppliers, field personnel, and engineering teams to resolve availability and shipment issues. The role emphasizes customer satisfaction, fast problem resolution, and proactive communication to minimize downtime and maximize equipment uptime.

Requirements include an Associate's degree (or equivalent) with 2+ years of related experience or a high school

Qualifications

• Associate degree or equivalent with 2+ years in parts or customer support.
• High school diploma with 4+ years in related field accepted.
• Strong communication and problem-solving skills.

Responsibilities

• Own the customer experience by responding to dealer inquiries promptly and professionally.
• Maintain dealer satisfaction by providing accurate, timely updates through resolution.
• Gather and analyze information from multiple sources to guide parts sourcing.

Skills

Customer service

Communication

Active listening

Empathy

Adaptability

Conflict resolution

Teamwork

Documentation

Problem solving

Education

Associate's degree or equivalent

High school diploma or equivalent with 4+ years experience

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. From developing products that run on alternative power to productivity-enhancing precision tech, we are delivering solutions that benefit people – and they are possible thanks to people like you. If the opportunity to build your skills as part of a collaborative, global team excites you, you’re in the right place.

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

As a Dealer Parts Support Specialist, you will provide front-line support for all activities related to the parts order fulfillment process, with a focus on critical order types. Collaborates with internal and external stakeholders, including dealers, suppliers, field personnel, purchasing, logistics, and engineering teams, to quickly resolve parts availability and shipment issues. Drives customer and dealer satisfaction, equipment uptime, productivity, and dealer service capability while supporting CNH's reputation, competitive advantage, and overall business objectives.

Key Responsibilities

• Own the customer experience by responding to dealer inquiries promptly, professionally, and in alignment with established call quality standards and service expectations.
• Ensure a high level of dealer satisfaction by taking ownership of inquiries and providing accurate, timely updates through resolution.
• Gather, evaluate, and analyze information from multiple sources to make informed decisions regarding parts sourcing and provide accurate guidance to dealers.
• Demonstrate a customer-first mindset while balancing business needs, operational requirements, and company objectives.
• Support dealer success through ongoing training and education on CNH systems, enabling effective use of self-service tools and resources.
• Develop and maintain strong partnerships with internal and external stakeholders, including dealers, suppliers, field personnel, purchasing, logistics, and engineering teams, to resolve parts availability issues, expedite shipments, and support dealer and customer satisfaction, equipment uptime, productivity, and service capability growth.
• Maintain thorough and accurate documentation of dealer interactions, actions taken, and resolutions to ensure effective case tracking and follow-up.
• Provide dealer support through troubleshooting, issue resolution, and coordination of product or material supply to address urgent needs and minimize Total Vehicle Downtime (TVD).
• Deliver best-in-class service by consistently meeting or exceeding departmental performance metrics and key performance indicators (KPIs).
• Demonstrate strong interpersonal and professional skills, including effective communication, active listening, empathy, adaptability, conflict resolution, teamwork, collaboration, patience, and dependability, to foster positive relationships and achieve successful outcomes.
• Other duties as assigned

Experience Required

• Associate's degree in a related field with a minimum of 2 years of relevant experience; or
• High school diploma or equivalent with 4 or more years of relevant experience in a related discipline.

Pay Transparency

The annual salary for this role is $50,625 - $67,500 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

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].