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Product & Customer Support Manager – Italy & Central Eastern Europe - (19864)

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Job Title

Product & Customer Support Manager – Italy & Central Eastern Europe

Location

Job Type

Permanent

Job Family

Sales and Marketing

Job Description

COMPANY PROFILE:

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, Steyr, CASE and New Holland Construction Equipment. More information can be found on the corporate website: www.cnhindustrial.com

PRIMARY FUNCTION:

Reporting to the EU Product and Customer Support Manager, this position primary objectives are to maintain and improve overall customer satisfaction and repeat sales within the Region. In addition, the development and implementation of industry initiatives designed to position CNH Industrial Construction brands as leaders in Digital and Technology for Customers is a focus area.
Lead the Market Product & Customer Support team with enthusiasm and passion while building a strong positive team spirit.
Become the focus person in driving the transition from a reactive to proactive approach in the diagnose and repair of technical issues embracing solutions being developed within the AMS global guidelines
Continually look for opportunities to maximize the Uptime concept through the development of dealer Technical Skills, the implementation of Digital and Technology solutions and possible further leverage on the BDA (Break-down Assistance) concept.
Work closely with Spare Part colleagues to ensure core KPI’s and that spare parts availability is maintained and improved.
Lead, manage and support the regional Product and Customer Support teams in implementing the tasks below:
Supporting Dealers in managing technical issues and the resolution process.
Tracking & driving timely completion of field campaign programs.
Advise CE dealers on technical support processes. Ensuring correct use of the ASIST platform along with delivery of high quality reports. 
Take responsibility for the fast resolution of technical issues involving Parts and Technical
Support teams in order to minimize machine downtime.
Provide high quality factual information that can be used during monthly “Top Issue” meetings. 
Develop dealer’s understanding of the Dealer Quality Report (DQR) with the aim of an industry leading product to customer introduction experience.
Regular customer visits in order to protect and promote the Case CE brand. 
If required be a point of contact (POC) for Key Account customers. Insure that these important clients are given the priority treatment the name suggests. 
RESPONSIBILITIES:

Responsible for managing and improving KPI’s related to technical queries raised from distribution partners through the Technical Help Desk platform. Accountable for the reporting of Quality related issues from the market and following up with Field Teams to ensure cases are closed in a prompt manner within the dealer network.

The regional P&CS Manager will work with training colleagues looking for opportunities to drive Technical Training delivery, understanding where the skill gaps are within our dealer network.

This should be done with consideration to a new normal situation where delivery of technical training may likely be remote or virtual.

Country P&CS Manager will implement and execute the CNHi CE service strategy focusing on customer satisfaction, will work cross-function, understand areas for improvement which may be indicated through customer surveys. Strong leadership skills are essential to win support from external stakeholders and build credibility.

QUALIFICATIONS & REQUIREMENTS:
Mechanical engineering qualification
Fluent English speaker, besides mother tongue language, and additional European languages would be an advantage
SKILLS:
Experience of a wide range of construction or heavy machinery. 
A competent understanding of mechanical, hydraulic and electrician systems & diagnostics.
Advanced understanding of dealer aftermarket business and processes
Advanced knowledge of CNHi and dealer business systems
Knowledge of related applications; light & heavy construction, quarrying, fleet rental, waste.
A developed understanding of cutting edge technology and digital solutions is required.
Ability to communicate with confidence at all levels with commercial awareness.
Competent understanding of SAP
Ability to influence.
Customer orientation.
Ability in ensuring the promotion of the 5 CNH-I Cultural Beliefs
Customer First
Grow Together
One Team
Make it Simple
Be the Best.

KPI’s
DAR (Dealer Arrival Report) / PDI (Pre Delivery Inspection) completion rates
Unit down time monitoring / Time to fix
THD (Technical Hel Desk) related KPI’s as per CE scorecard
Net Promotor Score
Policy expenditure
Technical Training KPI’s
OTHER INFORMATION:
Functional: Product and Customer Support, Europe
Strategic: Market Commercial Business Director