Aftersales Service Manager

Job Description

Aftersales Service Manager

Requisition ID: 6134

Job Location: Fargo- North Dakota- United States

Category for Job Posting: Service and Support

Job Type for Job Posting: Full Time

Working Mode for Job Posting: Field

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About Us

At CNH, we're driven by a clear purpose: we serve and advance the people who feed and build a growing world.

As a global leader in agriculture and construction, we create the equipment, technology, and solutions that help our customers work more productively and sustainably. Our success starts with our people, and we foster a collaborative culture where innovation thrives and every employee has the opportunity to grow.

Grow a Career. Build a Future.

If you're ready to make an impact and build a career with purpose, there's a place for you at CNH.

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 near Fargo, North Dakota.

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 escalate 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 High School or Equivalent with 10+ years field service experience considered
• 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 - $115,500.00 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

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