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Product Technical Specialist
| Company | CNH Industrial |
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| Location | Baltimore, MD, USA |
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| Salary | $99000 – $118000 |
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| Type | Full-Time |
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| Degrees | Bachelor’s |
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| Experience Level | Junior, Mid Level |
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Requirements
- Bachelor’s Degree in Mechanical, Agricultural, Engineering Discipline or related field
- 2+ years of experience with automotive, agricultural or construction equipment
Responsibilities
- Lead and represent Voice of the Customer (VOC) initiatives for product field quality and reliability issues by identifying, clarifying, and defining improvement opportunities supported with facts and real data through end-user information gathered in ASIST, dealer/customer visits and other forms of customer feedback
- Perform product quality audits and inspections.
- Coordinate recall campaigns.
- Ensure the overall support of Level 1 Technical Help Desk agents to ensure timely resolution response
- Execute timely internal and external communication to assist in resolving field issues at all stages of the Current Product Management (CPM) process from identification and containment to resolution and campaign
- Maintain and distribute field quality and reliability reports to keep the platform stakeholders up-to-date of the latest field issues for full factual decision making and prioritization
- Provide technical data and various product and production updates to level 1 agents and field personal to maintain consistent problem resolution for dealers and customers while maintaining consistent feedback
- Interface directly with customers and dealers to resolve issues and gather technical data for the CPM team
- Lead, plan and facilitate field quality and reliability issue containment plans and communication to minimize additional warranty impact
- Recall parts, provide visual and written documentation, and accurate problem statements to support quality and reliability improvement projects. Participate in root cause identification and solution development (For complex field concerns through direct, hands-on field visits and dealer/customer interactions)
- Develop, plan and execute field validation within the dealer network for improvement kits including time and complexity studies
Preferred Qualifications
- Expert level user of MS Office applications with emphasis on Excel, Word, and PowerPoint
- Excellent analytical skills
- Self-starter with ability to drive results
- Strong 7-Step problem solving skills with emphasis on technical root cause analysis and validation
- Strong organizational and project management skills with the ability to work well both independently and as part of a cross-functional team
- Plant manufacturing knowledge
- Working knowledge of Statistical tools
- Product knowledge of farm tractors and/or Construction Equipment preferred
- Experience using quality tools to solve problems
