Field Quality Specialist

Position: In Field Quality Specialist
Location: New Holland

Job Description

In Field Quality Specialist

Requisition

Job Location:

New Holland - Pennsylvania - United States

Job Family for Posting:
End User, Systems & Services

Job Type for Job Posting:
Full Time

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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

The In Field Customer Quality Specialist is the voice of the customer and acts as the Quality interface between Dealers, Product Support & CNHi Brands responsible for identifying the key technical issues to be resolved in conjunction with the Current Product Management team. In addition, 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 and the driving resolution in conjunction with the Current Product Management teams.

Key Responsibilities

* Interactions with Brand Delta teams, Dealers and Customers (Regions, Areas, Territories and Branches)

* Provide answers and 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 to proactively and reactively to investigate specific concerns by collecting technical data, understand the local market requirements, promote the company's customer driven image and boost customer satisfaction and loyalty.

* Support the region by assisting in service meetings, being the In Field Quality technical representative.

* Prepare and present detailed technical feedback on product improvements and open concerns at regular technical update conferences.

* Be the Product Quality representative to support the region by providing in-depth technical feedback for Current Product Management (CPM) team.

* Identify and prioritize emerging field Quality & Reliability issues and guide the CPM and Platform teams to identify and validate containment actions, improvement plans and resolution actions.

* Champion the collection of data, diagnosis and definition of key field issues to ensure the correct root causes are identified for new CPM profiles (including in-field investigation)

* Manage the recall of failed components for the further investigation with the CPM Team

* Organize the installation of Items on Test and report results back to CPM Team.

* As a key member of the Early Warning Team, closely monitor the performance of new products in the field, escalating new issues when necessary to ensure they are actioned within a short timeframe.

* Review Issue Masters on a regular basis to keep them current with the latest updates for visibility throughout the Product Support Organization.

* Support Technical Publications with product specific knowledge and experience assisting with continued development of the Service or Operators' manuals.

* Coordinate with Global Product Platform Quality to identify Product Improvement Programs (PIPs) required in the field and present them to the CPM team.

* Responsible for producing technical information for field PIPs, Service Bulletins and Service New Updates also including development and validation of rework instructions.

* Once approved, work with PIP office and the Parts and Service organization to monitor execution of PIPs

* Escalate legal and safety issues to and discuss with the Product Safety Committee.

Experience Required

* Degree or equivalent in Agricultural, Mechanical or Electrical Engineering

* Minimum of 3-5 Years of experience or background in Quality, Service or Engineering related role.

* Strong analytical skills (preferably with knowledge of statistical tools)

* Logical and rigorous problem solving approach and experience with problem solving tools

* Organizational and project management skills with the ability to participate in and lead cross-functional teams

* High level of autonomy / self-starter with ability to drive results

* ICT…