Quality & Customer Advocacy Specialist - Construction Equipment

Company: CNH Industrial
Location: Fargo
Posted on: June 11, 2021

Job Description:

Overview

CNH Industrial is a global leader in industrial goods. We provide farmers with cutting-edge technologies to help them feed a growing world population and we assist in building and rebuilding cities and infrastructures, all with future-proof powertrain solutions. With our Case IH, New Holland Agriculture, Case and New Holland Construction, and FPT Industrial brands, and comprehensive solutions for financing and aftermarket services, we're driven to meet the needs of our customers.

The Quality & Customer Advocacy Specialist (Q&CA Specialist) responsibility is to understand the experience of the customer using our products and services.

Active in Dealers and Customers visits to collect data pertaining to the quality and performance of Products and Services. The objective of this activity is to identify, measure and clearly document focused items for improvement to meet customer expectation and or competitive gaps. Represents the voice of the customer within CNH Industrial for their designated region.

Responsibilities

Contribute in creating a strong Customer Centric Culture within the Company.

Determining customers' needs and desires, closely working with Customers and Dealers, measuring and understanding the success factors in all applications for Brands, Products & Services.

Support market research surveys related to product and service behavior and customer experience/needs with the objective of being best in class.

Single point of contact and "Voice of the Customer" for commercial brands to drive and prioritize product offering and quality and reliability gaps.

Monitor initial delivery quality, coordinating activities with Customers, Dealers and Plant Quality to ensure Manufacturing remain fully aligned with customer expectations.

Supports in improving customer experience with product by providing necessary inputs to enhance product installation, technician training and customer education.

Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.

Solicit and Collect product requirements from internal field staff for prioritization within other platform requirements.

Participate in platform CPM meetings to stay knowledgeable with current product activities.

Qualifications

The qualified candidate will have:

Bachelor's degree in Mechanical or Engineering or similar

3 plus years' experience in dealer/customer field service facing function

The preferred candidate will have:

Construction or Agriculture equipment background with sound knowledge or related practices and in depth knowledge of machinery and equipment

Good customer service skills - Customer Relationship Management.

Fluent English language.

Ability to communicate effectively at all levels, with excellent written & verbal skills.

Excellent PC Skills including:

MS Office and other PC based communication tools

Very High Level of working flexibility required.

Willingness to travel extensively

Willingness to travel at short notice

Customer orientated, experienced field professional with knowledge of Construction or related Industry practices and machinery,

Able to build and maintain professional relationships with Dealers and Customers, understanding their wants and needs while continuing to maintain independent thought and business minded judgement to deliver best results for the entire business

Able to define measuring systems necessary to understand performance and compare results to specification or actual requirements. Consolidate outputs and deliver clear reports to Brands / Product Lines / Manufacturing / Management.

High professional and personal standards, self-motivated and energetic with highest level of integrity and with ability to work independently without supervision for extended periods

Team player, willing to support and collaborate with any other department or function within CNH in a positive and co-operative approach to achieve the goals and objectives of the department.

Take appropriate decisions reacting quickly to situations which may arise without causing issues with the local market environment.

Able to operate personal business finances and expenses.

EEO

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 "EEO is the Law" poster and its supplement 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.

If you need reasonable accommodation with the application process, please call 1-800-889-4422 option 1 and then option 5, or contact us at narecruitingmailbox@cnhind.com.

Read about our company's commitment to pay transparency by clicking this link: pay transparency notice.

Keywords: CNH Industrial, Fargo , Quality & Customer Advocacy Specialist - Construction Equipment, Other , Fargo, North Dakota