Job Description
Aftersales Service Manager
Requisition ID: 5230
Job Location: Field Florida, Field Georgia
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
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 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 within Georgia or Florida for this role.
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 10+ years field service experience considered in leu of degree
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 - $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:
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
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.
If you need reasonable accommodation with the application process, please contact us at
[email protected]
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