Customer Quality Manager - Precision Technology

About Us

Innovation. Sustainability. Productivity. This is how we are Breaking New Ground in our mission to sustainably advance the noble work of farmers and builders everywhere. With a growing global population and increased demands on resources, our products are instrumental to feeding and sheltering the world.

From developing products that run on alternative power to productivity-enhancing precision tech, we are delivering solutions that benefit people – and they are possible thanks to people like you. If the opportunity to build your skills as part of a collaborative, global team excites you, you’re in the right place.  

Grow a Career. Build a Future!

Be part of this company at the forefront of agriculture and construction, that passionately innovates to drive customer efficiency and success. And we know innovation can’t happen without collaboration. So, everything we do at CNH Industrial is about reaching new heights as one team, always delivering for the good of our customers.

Job Purpose

In this role, you will be responsible for customer quality experience and solutions implementation for Precision Technology (PT) products and machine functionality on Agricultural Equipment within North America Region. This role manages a team of Customer Quality specialists/engineers focused on early identification of product quality and behavior issues, rapid field containment of quality issues, and resolving complex technical support problems (THD Level 2/3) as well as accurate documentation and communicating of issues to global Digital/Precision Solutions team for resolution and incorporation into new and current product.  Champion of voice of NA customer in Current Product Management process.

The selected individual will define regional customer acceptance criteria for new product, based on regional needs and collaborate proactively across Quality functions and Product Platforms respective of the integrated and inter-reliant nature of advanced agricultural machinery and Precision Technologies (PT). Additionally, this role will support and coordinate with Global Product Platforms (GPP), Digital Solutions Product Management, Global Quality Leaders and Brand Management to improve customer driven solutions to regional product issues.  Tracking product performance in the field, identifying the key technical issues to be resolved and driving the root cause analysis and resolution process in collaboration with Global Precision Technologies Quality and Customer Success team.

Key Responsibilities

• Develop and grow North America field quality and customer experience team. 
• Eliminate inefficiency and bureaucracy in problem solving process to quickly provide customers with robust solutions.
• Reduce the time to identify current product issues and improve root cause analysis to support reduction in time to fix and improve solution effectiveness.
• Manage the identification and validation of field containment actions for key product issues.
• Understand local market requirements and provide the Voice of the Customer to correctly prioritize field Quality & Reliability issues during Early Warning and Current Product Management (CPM) activities.
• PIP (Product Improvement Program) Management - identification and proposal for region management financial approval, reducing cycle time from submission to dealer release.
• Implement strategic field actions and product improvements tied to Net Promoter Scoring on key product lines.
• Analyze and manage Quality-focused Customer Survey Red Alerts and necessary follow-up.
• Responsible for Product Quality results on Dealer Satisfaction Survey and execution of internal and external actions intended to address Dealer Satisfaction issues, and promote improved satisfaction across network.
• Track and manage Warranty KPI ($ACPU and CORF F/100) and implement actions to achieve improvements in both aligned with budget and multi-year strategic business plans.
• OK to Sell approval for new products launched into the region
• Region management of Early Warning activities for New Product Launches - validation, concern resolution
• Responsible for management, interaction and regular communication with the Region Brand organizations (Case IH and New Holland Field Service Teams, Dealer Advisory Councils, etc) on Top Product Issues & CPM worklists.
• Manage the voice and promotion of the company’s customer driven image in all Service Communication to boost dealer engagement and partnership, customer satisfaction and brand loyalty

Experience Required

• Bachelor's degree in relevant discipline.
• Minimum 10 years of relevant experience.

Preferred Qualifications

• Proficiency in MS Excel and SAP ERP (FI-CO).
• Business Intelligence and or Statistics experience (Cognos, Qlik, Access) is a plus.

Pay Transparency

​The annual salary for this role is USD $134,000 - $196,000 plus any applicable bonus (Actual salaries will vary and will be based on various factors, such as skill, experience and qualification for the role.)

What We Offer

We offer dynamic career opportunities across an international landscape. As an equal opportunity employer, we are committed to delivering value for all our employees and fostering a culture of respect.

At CNH, we understand that the best solutions come from the diverse experiences and skills of our people. Here, you will be empowered to grow your career, to follow your passion, and help build a better future. To support our employees, we offer regional comprehensive benefits, including:

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