Parts Technical Team Lead

CNH Industrial; Racine (WI); Hybrid; USD 75,000 - 85,000; 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 & Vol

Job summary

CNH Industrial seeks a Parts Technical Team Lead to serve as a core member of a multi-functional product support team in a fast-paced, hybrid in-office setting. The role acts as the primary liaison to the North American dealer network and internal sales, marketing, and field personnel for technical parts expertise.

The position requires an associate degree or equivalent with 5 years of customer service experience in parts sales, technical support, or field service.

Qualifications

• Associate degree or equivalent required.
• 5 years of relevant customer service experience (Parts sales, technical support, or field service).
• Alternative: 1-year mechanical program cert with 4+ years of experience; or HS diploma with 5+ years of experience.

Responsibilities

• Research and resolve escalated requests from Level 1/2 agents and managers.
• Train/onboard new agents using current program.
• Navigate eParts catalog and interpret codes.
• Collaborate with internal teams to resolve dealer issues.
• Identify catalog errors and propose changes to Cataloging Team.
• Read and interpret engineering drawings and supplier part numbers.
• Provide fast, alternative solutions to reduce machine downtime.
• Document all information accurately in requests.

Skills

Organization skills

Typing

Windows OS

MS Office

Customer service

Education

Associate degree or equivalent

High School Diploma/GED

Mech program cert (1-year)

Tools

None

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.

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

Are you a machine enthusiast, enjoy a fast-paced environment, have a passion for customer service, the drive to deliver timely, knowledgeable solutions with confidence, professionalism and compassion, and the desire to thrive within an organization with development and growth opportunities? If so, CNH Industrial may have an opportunity for you. A Parts Technical Team Lead is an core experience member of a multi-functional product support team within the Customer Solutions Center; a fast-paced contact center in a demanding environment that offers rich satisfaction. They are self-motivating, calm and cool-headed, energetic, and focused with an ambitious spirit, and an advocate of our customers and company. They serve as a primary point of contact to the North American CNH Industrial dealer network along with internal sales, marketing, and field personnel for providing technical expertise as it relates to parts.

This position is hybrid requiring 3 days in office.

Key Responsibilities

• Research and resolve requests that have been escalated by the Level 1 and Level 2 Agents, support teams, or manager
• Train/onboard new agents utilizing the current training program
• Navigate eParts catalog, interpreting variant (build) codes, serial number breaks, and date codes
• Work with EBT, BDA, Quality, THD, Catalog to resolve escalated dealer issues
• Identify parts catalog errors, propose suggested changes, and elevate to Cataloging Team
• Read and interpret engineering drawings / Cross reference supplier part numbers
• Find fast and alternative solutions for dealers reducing machine down times
• Monitor procedures, processes, and systems to help meet team objectives
• Document accurate and complete information in request resolution
• Support the Parts Technical Manager in executing team strategy, priorities, service expectations, and continuous improvement initiatives
• Identify recurring inquiry trends, process gaps, and technical knowledge needs, and communicate findings and recommendations to the Parts Technical Manager

Experience Required

• Associate degree (Preferably Business, Communication, Mechanical, or Technical discipline)
• 5 years of relevant customer service experience (Parts sales, technical support, field service)
  • Experience within a dealership environment strongly preferred
• In lieu of associate’s degree we will consider either:
  • One-year mechanical program certification with four (6) years of above stated experience
  • High School Diploma/GED with five (7) years of above stated experience.
• Strong organizational skills
• Minimum typing skill of 35 WPM
• Minimum one year experience using Window based systems
• Proficient in Microsoft Office Suite
• Ability to work flexible hours as business needs dictate.

Preferred Qualifications

Pay Transparency

The annual salary for this role is USD $74,625.00 - $84,575.00 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.

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.