Product Support Manager

CNH Industrial Group; Sioux Falls (SD); On-site; USD 86,625 - 132,825; Full time

Benefits offered by this job

Savings & Retirement benefits

Parental leave

Adoption assistance

Fertility & Family building support

Employee Assistance Programs

Charitable contribution matching and V

Job summary

CNH Industrial Group in the United States (North American operations) is seeking a Product Support Manager to lead a team of Service Technical Specialists and Product Champions, delivering expert technical guidance and maintaining service documentation for dealer reference. The role requires a engineering degree, 5+ years in product/customer support, and 2+ years in management.

Responsibilities include hiring, performance management, and root-cause analysis to improve CNH products and dealer

Qualifications

• Bachelor’s degree in Engineering, Technology, Agricultural Sciences, or a related field.
• Minimum of 2 years of management experience, including people and/or process leadership.
• At least 5 years of experience in product or customer support, preferably within a dealership or OEM environment.
• Minimum of 2 years of hands-on experience with hydraulic, electrical, and powertrain systems on mobile equipment.

Responsibilities

• Lead and manage a team of Service Technical Specialists and Product Champions, fostering a culture focused on long-term success and exceptional customer experience.
• Coach and develop team members to improve performance, technical skills, and problem-solving capabilities.
• Oversee hiring, onboarding, performance management, disciplinary actions, and terminations as needed.
• Ensure timely identification, escalation, and resolution of product quality issues across CNH products.
• Build and maintain strong relationships with key dealers and their service and precision departments to support effective issue resolution and root cause analysis.
• Achieve or exceed all defined performance objectives for the team.
• Monitor and evaluate team performance using metrics such as response quality, content accuracy, and adherence to Technical Help Desk standards.
• Collaborate with cross-functional teams including Technical Information, Technical Training, Field Aftersales, and Product Quality to address emerging issues.
• Participate in early warning teams for new product launches and engage with field personnel to assess market impact of product quality concerns.
• Develop and maintain individual development plans for all team members using internal tools and processes.
• Maintain strong working relationships with dealer service and precision departments to support continuous improvement and customer satisfaction.

Skills

Management experience

Product/Customer support experience

Hydraulic systems knowledge

Electrical systems knowledge

Powertrain systems knowledge

Education

Bachelor's degree in Engineering/Technology/Agricultural Sciences

Job description

Category for Job Posting: Service and Support

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

The Product Support Manager is a key member of the Product Support Organization’s leadership team within CNH Industrial’s North American operations. This organization has two primary responsibilities:

• Technical Support: Provide expert technical guidance to dealership service technicians and CNH Industrial Field Aftersales personnel.
• Product Support resources: Review, develop and maintain service documentation and solutions, including Service & Repair Manuals and the ASIST Knowledge Database, for dealer reference.

Key Responsibilities

• Lead and manage a team of Service Technical Specialists and Product Champions, fostering a culture focused on long-term success and exceptional customer experience.
• Coach and develop team members to improve performance, technical skills, and problem-solving capabilities.
• Oversee hiring, onboarding, performance management, disciplinary actions, and terminations as needed.
• Ensure timely identification, escalation, and resolution of product quality issues across CNH products.
• Build and maintain strong relationships with key dealers and their service and precision departments to support effective issue resolution and root cause analysis.

Core Duties:

• Achieve or exceed all defined performance objectives for the team.
• Monitor and evaluate team performance using metrics such as response quality, content accuracy, and adherence to Technical Help Desk standards.
• Collaborate with cross-functional teams including Technical Information, Technical Training, Field Aftersales, and Product Quality to proactively address emerging issues.
• Participate in early warning teams for new product launches and engage with field personnel to assess market impact of product quality concerns.
• Develop and maintain individual development plans for all team members using internal tools and processes.
• Maintain strong working relationships with dealer service and precision departments to support continuous improvement and customer satisfaction.

Experience Required

• Bachelor’s degree in Engineering, Technology, Agricultural Sciences, or a related field.
• Minimum of 2 years of management experience, including people and/or process leadership.
• At least 5 years of experience in product or customer support, preferably within a dealership or original equipment manufacturer (OEM) environment.
• Minimum of 2 years of hands-on experience with hydraulic, electrical, and powertrain systems on mobile equipment (e.g., agricultural, construction, heavy equipment, automotive, or on/off-road trucks).

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.

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:

• Savings & Retirement benefits
• 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.