Senior Technical Support Specialist - GNSS & Auto Guidance

Service and Support

Job Location:

Ames
- Iowa
- United States, Racine
- Wisconsin
- United States, Sioux Falls
- South Dakota
- United States

Category:
Service and Support

Job Type: Full Time

Working Mode:
Hybrid

CNH is hiring a Product Champion for Global Navigation Satellite System (GNSS) and auto guidance technology. This is a senior technical support role covering GNSS positioning, auto guidance, and steering control on Case IH and New Holland agricultural equipment.

You will be the North American Technical Support leadership for GNSS and auto guidance. Technical support agents bring you the cases that run past their experience, and you work those cases with them. Quality and Engineering rely on you to surface the trends and defects showing up in the field. Global product development hears the dealer and the field through you.

You collaborate extensively with the technical support agents to grow their skills and confidence, working adjacent to the technical support manager. You set the technical priorities for GNSS and auto guidance, and you help determine whether the support organization is ready for each product launch.

• Auto guidance and steering control: vehicle and implement auto guidance, hydraulic valve and electric steering, aftermarket and Hybrid systems, navigation controllers, and row guidance.
• GNSS positioning systems and correction: GNSS receivers and antennas, Real Time Kinematic (RTK) base stations and network correction, and correction subscriptions and services.
• Core display functions tied to guidance: software update process, remote display view, activations, and retrofit installations.

Mapping, rate and sectional control, implement communication, and off-board data platforms sit with peer Product Champions you will work alongside.

• Product Expertise: Maintain deep expertise across every generation in the domain - factory fit, retrofit, aftermarket, and Hybrid systems - and stay current as products, software, and correction services change.
• Leadership for Technical Support Advanced Diagnostics: Work with agents on the cases that exceed their experience. Identify the next diagnostic steps and the next action to take and grow the agent’s capability while you do it. Set the diagnostic standard for the domain: what good troubleshooting looks like and what data gets captured.
• Case Work and Seasonal Coverage: Work technical support cases alongside the agents to carry total case volume, increasing through seasonal swings.
• Emerging Issue Response: Spot developing field problems early and direct the support response — containment message, data collection, and interim work-around.
• Quality and Engineering
  
  Collaboration:
  
  Collaborate with North America Quality, the Product Technical Specialist, and the field technical specialist team on trends, defects, evidence packages, and root cause, making sure adequate detail is captured on the most complex problems.
• Launch Tracking: Track product launches and software releases for the domain against the platform program timeline. Know what content is coming in each release and keep the support organization ahead of the dates.
• Training Material Verification: Work with the training group to review course content, service documentation, and diagnostic material for new products, and verify it is accurate and complete before launch.
• Support Staff Readiness: Train the technical support staff on new products and releases so agents are prepared to take concerns the day a product reaches the dealer.
• Release Validation: Participate in user acceptance testing for each release and coordinate beta testing across the support team.
• Documentation: Author and/or update diagnostic procedures, service bulletins, and solution articles that shorten repair resolution time for the dealer network.
• Training and Agent Development: Deliver ongoing product training focused on emerging issues and common problems, and make sure the technical support manager understands skill gaps for team leadership and support development.
• Cross-Functional Leadership: Validate the technical quality of Technical Help Desk concerns, track concern trends, and represent North America support with engineering, platform, quality, and commercial partners.

• Bachelor’s degree in an engineering or technology field with six (6) or more years of relevant experience; OR an associate degree with eight (8) or more years of technical support, precision agriculture, or dealership service…