COMPANY PROFILE :
CNH Industrial is a global leader in the capital goods sector with established industrial experience, a wide range of products and a worldwide presence.
and FPT Industrial for engines and transmissions. More information can be found on the corporate website : www.cnhindustrial.com
PRIMARY FUNCTION :
Answers high level technical questions escalated from local market STS’s.
Configure technical issues from the field, and escalates them to Current Product Management (CPM) or Early Warning (EWT) teams for resolution.
Communicates technical resolutions to the markets and field (Service bulletins, etc..)
Knowledge article approval (internal / dealers )
Market visit to support STS and Issue configuration
WPA Management (2nd level)
Engine technical knowledge and fluent English mandatory
ESSENTIAL RESPONSIBILITIES :
Answer 70% of Asist escalated from STS , in 8 hours or less
Update critical PC masters every 14 days
Communicate CPM resolutions to the Brand / Dealer within 21 days
Provide quality responses
PC Master Coverage of 80% of Top 20 Tech Issues in Asist rolling 6months
Main Key Customers and Stakeholders are : Technical Support, CPM and EWT teams, PPS.