Aftermarket

COMPANY PROFILE:

CNH Industrial is a global capital goods company specializing in equipment and services for Agriculture and Construction. The Company operates commercially through its brand portfolio which includes Case IH, New Holland Agriculture, Steyr, CASE and New Holland Construction Equipment. More information can be found on the corporate website: www.cnhindustrial.com

YOUR KEY RESPONSIBILITIES:

The Country Field Service Manager enables dealers delivering first class product support ensuring customer productivity, uptime and satisfaction. He/She implements and executes the field service strategy focusing on minimizing machine downtime and optimizing customer experience. 

He/she manages operational service KPIs and coordinates the activities of the Area Technical Managers (ATM) on all topics related to the workshops and product support.

He/ she reports to the Market Leader Dealer & Customer Support and works closely together with the market teams of Technical Help Desk (THD), Technical Training, central Warranty, Service Development (SDM), Network Development and Sales for profitably market penetration and growth.

YOUR KEY COMPETENCES AND QUALIFICATIONS:

•    Leads market field service team (Area Technical Managers) to gain and retain customers and to improve dealer service effectiveness and customer focus
•    Manages the Area Technical Managers behavior, performance and activities (coaches, trains, mentors and motivates field service team members)
•    Manages key projects on a pan-EMEA level;
•    Consolidates, escalates and follows up customer and dealer product concerns identifying problems through field reports (THD/ ASiST) increasing customer satisfaction and reducing company warranty expense;
•    Raises suspicious warranty activities towards Service Development;
•    Plans for, coaches and manages Uptime Managers executing the Uptime strategy and KPIs;
•    Facilitates and implements service relevant processes/communication and activities in the market: e.g. THD/ASIST reporting and knowledge management, Telematics Data from Connected Services, Recall Campaigns and Warranty & Policy processing; 
•    Ensures that incident reports (fire, personal injury or fatalities) are submitted in a timely manner. 
•    Supports the legal team in case of litigation with technical expertise;
•    Closely follows up relevant technical support KPIs such as Dealer Quality Reporting (DQR), THD reporting and PIP execution;
•    Manages policy spending/operating budgets within target (budget/forecast), policy claim approval according to Policy-DoA;
•    Provides input for the service, policy and SG&A budgeting and forecast process;
•    Provides technical feedback from the field to product support adding commercial knowledge on financial/ customer satisfaction impact;
•    Represents the field service team in market meetings/reviews. Conveys information on technical improvements to the market sales and marketing teams
 

Education / Training
•    Bachelor’s Degree in the agricultural or construction sector or equivalent professional education level 
•    Fluent in German and English 
•    Professional knowledge of MS Office software applications
•    Knowledge of industry practices including telematics and over-the-air services
•    Strong knowledge of all products sold in the area of responsibility
Skills / Experience
•    Minimum 7 years of experience in dealer service operations or 5 years at a manufacturer within the heavy equipment industry 
•    Previous experience managing people preferred
•    A team-player with problem solving capabilities
•    Knowledge of the Dealers and Distributors Networks Competencies and/or key behaviour
•    Excellent verbal and written communication skills
•    Leadership and self confidence
•    Delivering Customer Satisfaction
•    Building Customer Relationships
•    High level of autonomy and flexibility (travel, seasonal peaks)

OTHER INFORMATION:

CNH Industrial Deutschland GmbH
Ronny Dzengel
Human Resources
Tel.:     +49 (0) 7131 106 102
mailto: bewerbung-d@cnhind.com