Service Technical Support Manager

Service Technical Support Manager

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

Lead and develop a team of technical support specialists to provide dealers, customers, businesses, and field personnel with expert technical products and service support. Drive continuous improvement in product quality, customer satisfaction, uptime, productivity, and profitability while growing dealer service capability through effective team management and data-driven decision making. This is a hybrid position, and must be able to commute to either Racine, WI or Ames, IA at least three (3) days per week.

Key Responsibilities

Lead, coach, and develop the High Horsepower Tractor team of technical support specialists, conducting performance reviews, providing feedback, and identifying professional development opportunities.

Monitor and manage Technical Help Desk queue performance, ensuring timely case resolution and adherence to quality standards, response time targets, and first-call resolution metrics.

Serve as escalation point for complex technical issues, coordinating with product engineering, field teams, and dealers to drive resolution.

Analyze support ticket data and trends to identify recurring issues, training gaps, and opportunities for process improvement.

Collaborate with Training, Product Marketing, and Engineering to communicate field issues and ensure product competency across the team.

Manage team resources, scheduling, and workload distribution to meet service level objectives.

Other related duties as assigned.

Experience Required

Education : Bachelor's degree in Agricultural Systems, Engineering, Business, or related technical field (or equivalent experience)

Experience : Minimum 5 years of experience in technical support, service, or field operations within agricultural equipment, heavy machinery, or related industry. At least 2 years of supervisory or team lead experience. Experience with dealer networks and customer support environments preferred.

Technical Skills : Proficiency in CRM / case management systems (Salesforce, ServiceNow, or similar). Ability to analyze data and generate reports using Excel, Power BI, or similar tools. Familiarity with agricultural equipment systems, diagnostics, and precision farming technology preferred.

Preferred Qualifications

Strong coaching and people development skills

Clear communicator, comfortable presenting to leadership and coordinating across departments

Organized and capable of managing multiple priorities in a fast-paced environment

Excellent interpersonal and customer service skills

Problem-solving mindset with ability to drive issues to resolution

Pay Transparency

The annual salary for this role is $105,750.00 - $141,000.00 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

At CNH, our people are at the heart of everything we do. That's why we offer a comprehensive benefits program designed to support your health, well-being, and long-term success. From competitive compensation to flexible work arrangements and opportunities for continuous development, our benefits reflect our commitment to creating an environment where employees feel supported and empoweredboth personally and professionally. We believe that when you're given the tools to thrive, you can drive meaningful impact. At CNH, you'll not only find the resources to succeed todayyou'll find the foundation to grow a career and build a future.