Aftersales Service Manager

Aftersales Service Manager

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 lieu 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 - $ 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…