Job Title: Parts Technical Agent
Pay rate: $18/hr
Start date: ASAP
Terms of assignment (contract only or temp-to-hire): Contract
Hours: (7:30am to 4pm or 9am to 5:30pm)
The Parts Technical Agent is a core member of Multi-functional product support team working in a call center environment. This position serves as a primary point of contact to the North American CNH Dealer network along with internal CNH Sales, Marketing, and Field personnel for providing technical expertise as a relates to parts.
Conduct communication via phone and/or an online submission tool
Track this communication using a live internal documentation tool for traceability and accuracy.
Be able to trouble shoot issues and deliver complete resolution to contacts.
Compose relevant, timely, complete and accurate part(s) identification information for corrective action.
Research dealer issues using all available tools and seek out information when not readily available.
Exceptional time management skills required to manage time constraints.
Identify errors, propose suggested changes, and escalate to Global Parts Publishing Team.
Submit issues to Depots for inspection and corrective action to ensure good part shipped.
Coordinate quality problems with our CNH Parts Depots and Central Quality team to implement corrective action and obtain good part for the dealer.
Structure solution to incidents consistent with CNH objectives, policies and procedures.
Effectively explain resolution through both verbal communication and in writing via electronic media. Log all dealer information in one program.
Participate in training activities (both formal and informal) to continue to develop a thorough understanding of CNH products and services.
Excellent verbal and written communication skills.
Exhibits the ability to work in a high paced, cross-functional, and collaborative environment
Experience with Parts or Technical Support.
Ability to read and understand engineering drawings.
Proficient in the simultaneous operation of multiple software programs.
Ability to work flexible hours, as business needs dictate
Basic level user with Microsoft Office Suite.
Minimum 35 WPM typing skills required.
3+years’ experience with Parts or Technical Support
Associate’s or Bachelor’s Degree (Engineering, Mechanical, Agricultural)
Agricultural and/or Construction field experience
Knowledge of agricultural or construction equipment
Customer Service experience
Service Technician experience
50 WPM typing skills