Technical Support Agent, Agricultural Equipment

About the Opportunity The Technical Support Agent is a Team Member within the Technical Support Services organization (TSS).  These Teams have two primary roles within the North American CNH commercial operations:
Provide expert technical advice to dealership service department technicians as well as to the CNH Field Service people
Take part in activities to help improve reliability and serviceability of CNH products

TSS Agents are instrumental in helping dealers make CNH products perform as they were designed and continue to be productive for their owners for many years.

 

Current TSS Agent Support Opportunity
Dairy & Livestock Agricultural Tractors
Hay & Harvesting Products

 

Job Summary

TSS Agents help dealership technicians on:
Equipment diagnostics and trouble-shooting
Diagnosis of systems using electronic test equipment and interpretation of fault codes
Adjustments and settings for varying field/crop conditions and applications
Procedures related to equipment repairs and preventive maintenance

 

Another important role is to help maintain and expand the database of technical information available to CNH dealerships through the proprietary internet application called ASIST.

 

All technical questions and answers are documented in Applix ? our contact management system.  This information helps TSS identify emerging product or application issues.  It is also the basis for new ASIST information which will then be available to all dealers.

 

Responsibilities

TSS Agents are responsible to:
Quickly answer technical questions from CNH dealers or from CNH Field Service people using personal knowledge, experience and available reference sources
Structure their answers consistent with CNH objectives while being attentive to the cost of repairs to CNH, the dealerships and customers
Document all technical questions and answers in Applix -- our contact management system -- for:
Future reference by other TSS Agents
Addition to the ASIST database of technical information for dealers
Delivery to CNH Product Behavior, Engineering and Manufacturing to help improve reliability and serviceability of CNH products
Statistical use to help identify emerging product issues
Become product ?experts? on their assigned products.  Over time, each Agent becomes capable of supporting more products as their level of technical skill and product understanding grows.
Occasionally travel to production plants, engineering centers, dealerships, customers and other locations/activities to better understand products, applications, issues, and solutions.

 

Personal Growth

TSS Agents expand their ability to help dealer technicians through continuous learning about CNH products as well as developing thorough understandings of mechanical, electrical, hydraulic, and other systems.  They participate in TSS-facilitated training on technical fundamentals (?Foundation Training?) as well as formal product Service Training programs.

 

TSS uses a series of three competency measuring tools that serve as ?roadmaps? for each Agent as they increase their level of technical and other necessary skills.  Each competency package corresponds to a different CNH salary grade level.

 

TSS is an organization where people start their CNH career and then either grow within the overall Product Support organization or move into other organizations within CNH.  Experienced TSS Agents are routinely recruited by other CNH departments.  While in TSS, Agents receive a strong foundation which prepares them for other career opportunities.

 

Qualifications

Required
Degree in an Engineering, Technology or Agricultural Sciences discipline or equivalent experience
Technical experience relating to diagnostics of mechanical, electrical (12 or 24 volt DC) and hydraulic systems
Experience with mobile equipment (such as agricultural, construction or forestry equipment; on/off-road trucks; or, automobiles)

 

Preferred
Customer support experience
Dealership experience (sales, parts, or service)
Work experience in a team environment
Familiar with diesel engines and engine system troubleshooting on mobile equipment



*CNH is an Equal Opportunity Employer. The objective of the Company is to recruit, hire, train and promote into all job levels, the most qualified applicants
without regard to race, color, religion, sex, national origin, age, disability, military service, marital status or sexual orientation.