Product Technical Specialist

Product Technical Specialist

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Job ID : 2698

Location : Wichita, KS, US; Racine, WI, US

Job Family : Quality and Reliability

Job Type : Full Time

Working Mode : Hybrid

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.

Job Purpose

The Product Technical Specialist is primarily responsible for driving the quality improvement of the assigned current products. You will collect and investigate data from a variety of sources to create accurate problem statements and drive prompt issue resolution by working with the Current and New Product teams. You will be the product technical expert and point person for the assigned product(s) technical and quality improvement requests.

Key Responsibilities

• Lead and represent Voice of the Customer (VOC) initiatives for product field quality and reliability issues by identifying, clarifying, and defining improvement opportunities supported with facts and real data through end-user information gathered in ASIST, dealer / customer visits, and other forms of customer feedback.
• Ensure the overall support of Level 1 Technical Help Desk agents to ensure timely resolution response.
• Execute timely internal and external communication to assist in resolving field issues at all stages of the Current Product Management (CPM) process from identification and containment to resolution and campaign.
• Maintain and distribute field quality and reliability reports to keep the platform stakeholders up-to-date of the latest field issues for full factual decision making and prioritization.
• Provide technical data and various product and production updates to level 1 agents and field personnel to maintain consistent problem resolution for dealers and customers while maintaining consistent feedback.
• Interface directly with customers and dealers to resolve issues and gather technical data for the CPM team.
• Lead, plan and facilitate field quality and reliability issue containment plans and communication to minimize additional warranty impact.
• Recall parts, provide visual and written documentation, and accurate problem statements to support quality and reliability improvement projects. Participate in root cause identification and solution development for complex field concerns through direct, hands-on field visits and dealer / customer interactions.
• Develop, plan and execute field validation within the dealer network for improvement kits including time and complexity studies.

Experience Required

Preferred Qualifications

Pay Transparency

The annual salary for this role is USD $84,375.00 – $123,750.00 plus any applicable bonus. (Actual salaries will vary and will be based on various factors, such as skill, experience and qualification for the role.)

Benefits

Learn more about our benefits offerings (US only).

Equal Opportunity Statement

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, 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 narecruitingmailbox@cnhind.com.

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