Parts Technical Manager

Responsibilities

• Lead, mentor, and coach a team of technical support agents to foster accountability and continuous learning
• Set performance expectations, conduct regular 1:1s, and provide ongoing feedback for career growth
• Ensure timely and accurate responses to dealer and customer parts inquiries, focusing on first contact resolution
• Monitor service metrics including response times, backlog, and quality scores to implement corrective actions
• Serve as an escalation point for complex or sensitive customer issues
• Analyze trends in parts inquiries and failure modes to identify process improvement opportunities
• Lead continuous improvement initiatives to streamline workflows and enhance the dealer experience
• Oversee daily operations including agent schedules, case distribution, and resource planning
• Track and report team performance and operational KPIs to stakeholders
• Support new product introductions by coordinating training and documentation readiness

Requirements

• Bachelor's degree in Engineering, Technology, Agricultural Sciences, Business, or a related field OR a High school diploma/GED with 4+ years of experience in the agriculture, construction, or automotive industry
• 2+ years of relevant experience managing people or processes
• 8+ years of direct product or customer support work experience at either a dealership or original equipment manufacturer (OEM)

Benefits

• Flexible work arrangements
• Savings & Retirement benefits
• Tuition reimbursement
• Parental leave and adoption assistance
• Fertility & Family building support
• Employee Assistance Programs
• Charitable contribution matching and Volunteer Time Off

About the Company

CNH Industrial is a global capital goods company specializing in equipment and services for Agriculture and Construction. The Company operates commercially through its brand portfolio which includes Case IH, New Holland Agriculture, CASE, and New Holland Construction Equipment. We are dedicated to sustainably advancing the work of farmers and builders everywhere through innovation in precision technology, electrification, and alternative fuels.