In Field Specialist

COMPANY PROFILE:
WHO WE ARE LOOKING FOR: In Field Specialist

YOUR KEY RESPONSIBILITIES:
The In Field Specialist acts as the Quality interface between Dealers, Product Support & CNHi Brands and the industrial organization (Global Product Platform and Manufacturing among the first ones) on **_PRODUCT_** on a regional scale with the main focus on the CNHI Customers, to insure the quickest possible technical solution to the issues may occur.

The In Field Specialist provides second level technical support to the technical support teams on concerns escalated that can't be solved at the first level, main focus is the best possible containment to Customer’s issues as they arise in the field and provide input into the Current Product Management teams.

Interactions with the portion of the company exposed to Customers and Dealers: the interaction with the Product Support regional & market organizations and the Brands (Regions, Area’s, Branches and Importers) on **_PRODUCT_**:

- Provide answers / resolutions to technical questions (including but not limited to ASiST, phone, Mail) and through set communication channels (including but not limited to Issue Master, Service Bulletin, Service News Update, Knowledge Articles) to assure the issue is contained at the customer level.
- Visit the field both proactively and reactively, to investigate specific technical problems on **_PRODUCT_**, and to get a better insight into the problems, in terms of phenomena and issue description, but even the customer expectations, providing wherever possible a counter measure, this to boost customer satisfaction and loyalty and improving the product.
- Support the markets by assisting in service meetings, being the In Field Quality technical representative.
- Prepare and present concise feedback on product improvements and open concerns to the Product Support staff & Brands through different meetings and documents.

Interactions with the internal departments (Platform, Engineering, Production, Wholesales Logistics, Spare Parts, Warranty, Publication, Training), specifically to **_PRODUCT :_**
- In cooperation with the Current Product Quality Specialist (part of the Global Product Platform Quality), represent In Field Vehicle Quality in Current Product teams (Early warning / CPM - Current Product Management)
- Recognize concerns from different input sources (THD/Fleet monitoring/Net Promoter Score), in cooperation with Quality Intelligence, gather supporting information on specific technical problems, consolidate and escalate to Current Product Teams. Chase relevant and timely responses / containments / final actions.
- Represent “the voice of the customer” in new Product Launch meetings (Global Product Development)
- Propose and develop rework campaigns (PIP) in conjunction with Quality Intelligence / Global Product Platform.
- Organize the installation of Items on Test and feedback to Current Product Teams/Engineering.
- Escalate Legal and Safety issues to and review with the Product Safety Committee.
- Manage the Recall of failed components for further investigation with Current Product Teams.
- Review Issue Masters on a regular basis to keep them current with the latest updates for visibility throughout the Product Support Organization.
- Support the Supplier Quality Engineering team and well as the Supplier Recovery team in order to collect the technical evidences to correctly address to the Supplier the accountability of the technical issue.

YOUR KEY COMPETENCES AND QUALIFICATIONS:

- Requested_
- Degree or equivalent in Agricultural, Mechanical or Electronical Engineering
- Possibly 3 - 5 years experience in a Quality or Service related activity or Engineering, testing.
- Good experience and knowledge on agricultural machinery
- Logical and rigorous problem solving approach
- Preferred_
- Good customer service skills (customer relation management)
- Team player and problem solver
- High level of autonomy
- High level of flexibility (international travel, seasonal effect on availability, stand by during the season)
- English and french