Service Technical Support Specialist - Agriculture Equipment

Service Technical Support Specialist - Agriculture Equipment

CNH is seeking a Service Technical Specialist (Ag Equipment Technical Support Specialist) to provide expert technical support, remote diagnostics, and advanced troubleshooting for agricultural machinery and heavy equipment. As part of our North American Product Technical Support team, you will act as a primary technical advisor for dealership service technicians, field service staff, and engineering teams. In this role, you will diagnose complex mechanical, hydraulic, and electronic control system issues over the phone and online, help resolve field support cases, and author technical service bulletins to improve equipment reliability across our product lines.

Product Technical Support Competency Teams:
Our technical support specialist employees work within one of the following specialty teams:
High horsepower tractors and diesel engines Crop production (planters, seeders, and tillage), harvesting (combines), and application (sprayer) equipment Medium horsepower tractors, low horsepower tractors and hay tools

Key Responsibilities

• Remote Technical Support:
  Provide urgent, high-level technical support and troubleshooting advice to dealership service technicians, service managers, and field staff via phone and digital support portals.
• System Diagnostics:
  Utilize mechanical, hydraulic, & electrical schematics, and electronic test equipment/software to interpret fault codes, ECU parameters, and telemetry data for root-cause problem identification.
• Quality & Engineering
  
  Collaboration:
  
  Document recurring technical issues, perform initial failure analysis, and collaborate with Product Quality, Engineering, and Manufacturing teams to develop product reliability improvements and update technical publications.
• Knowledge Base Authoring:
  Create, update, and publish technical service documents, troubleshooting guides, and solution articles in the self-help service database to accelerate repair resolution times for dealers.
• Case Management:
  Accurately track and document all dealer technical inquiries and diagnostic telemetry in the contact management system for future reference.

Experience Required

• Bachelor's Degree in Agricultural Engineering, Mechanical Engineering, Ag Systems Technology, Industrial Engineering, Industrial Technology, or related field; OR Associate's Degree with 5+ years of hands-on technical support or service experience with mobile heavy equipment, diesel machinery, agricultural equipment, or construction equipment.
• Technical Aptitude:
  Strong working knowledge of mobile equipment hydraulics, DC electrical schematics, mechanical assemblies, and electronic control systems.
• Software & Tools:
  Proficiency with diagnostic software tools, telemetry systems, and standard business applications (Microsoft Office, Excel, Outlook).
• Communication
  
  Skills:
  
  Excellent verbal and written technical communication skills for explaining complex diagnostic steps over the phone and in written support cases.
• Technical Curiosity:
  Strong desire to learn and understand technical systems in a constantly developing product environment, including a self-starting desire to get hands-on with available equipment to expand experience.
• Travel:
  Ability to travel up to 10% as needed for field testing, dealer support, or factory training.

Work Schedule & Location Options

This position operates on a Hybrid schedule (3 days in-office, 2 days remote). Candidates can be based out of any of the following CNH Technical Training and Support facilities:
Racine, Wisconsin, USA Ames, Iowa, USA New Holland, Pennsylvania, USA Saskatoon, SK, Canada Standard working hours are 8:00 AM – 5:00 PM, with potential for shifted or seasonal extended hours, or rotating Saturday coverage.

Pay Transparency

The annual salary for this role is USD $55,725.00 - $97,750.00 plus any applicable bonus (Actual salaries will vary and will be based on various factors, such as skill, experience and qualification for the role.) 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.