Customer Quality Manager - Precision Technology

Overview

Lead NA customer quality for Precision Technology, managing team & issue resolution

Key Responsibilities

• product improvement
• root cause
• warranty kpi
• early warning
• containment actions
• stakeholder communication

Tasks

-Implement strategic field actions and product improvements tied to Net Promoter Scoring on key product lines. -Reduce the time to identify current product issues and improve root cause analysis to support reduction in time to fix and improve solution effectiveness. -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 -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. -Eliminate inefficiency and bureaucracy in problem solving process to quickly provide customers with robust solutions. -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. -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. -PIP (Product Improvement Program) Management - identification and proposal for region management financial approval, reducing cycle time from submission to dealer release. -Develop and grow North America field quality and customer experience team. -Region management of Early Warning activities for New Product Launches - validation, concern resolution -Manage the identification and validation of field containment actions for key product issues.

Requirements

• excel
• sap
• cognos
• qlik
• bachelor's
• 10 years

What You Bring

-Proficiency in MS Excel and SAP ERP (FI-CO). -Business Intelligence and or Statistics experience (Cognos, Qlik, Access) is a plus. -Bachelor's degree in relevant discipline. -Minimum 10 years of relevant experience.

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Benefits

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

About Cnh

-The company lists on the NYSE and serves global markets with iconic brands like Case IH and New Holland. -It designs and produces tractors, harvesters, backhoes and heavy equipment for agriculture and construction. -Typical projects include supplying integrated machine fleets, digital solutions, financing and aftermarket services. -A standout fact: in 2022 it spun off its Iveco commercial‑vehicle arm, refocusing on core farm and construction machinery.

Sector Specialisms