Job Description
Technical Support Agent
Requisition ID: 5153
Job Location: Surbo - Italy
Category for Job Posting: Service and Support
Job Type for Job Posting: Full Time
Working Mode for Job Posting: Hybrid
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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.
Short Description
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.
Role Overview
As part of the EMEA Technical Support team, this dynamic and challenging role is responsible for supporting dealers and customers through advanced diagnostics, field investigations, troubleshooting and technical assistance on CNH CE products. The position plays a key role in ensuring product reliability, customer satisfaction, and continuous improvement through close collaboration with dealers and internal departments.
Key Responsibilities
Provide expert technical support to CASE and New Holland dealers across the EMEA region, resolving complex technical issues on the full range of CNH CE products and attachments via the ASIST platform (THD) and phone support. For attachments, support internal Sales, Quality, and Warranty departments in the correct technical management of issues, from investigation through to warranty claim closure.
When required, perform field visits in collaboration with dealers, importers and customers to carry out detailed technical investigations, data collection, and efficient resolution of technical issues
Prepare detailed technical field reports after each field visit to support issue tracking and timely internal escalation
Analyze, investigate and respond to technical parts questions (PHD) from CE EMEA dealers, and support DPS and Windelivery on parts availability issues
Support dealers in the identification and selection of the appropriate DIA kit for specific machine models and configurations, ensuring technical compatibility before order placement
Coach dealers on effective repair methods, proper use of technical documentation, and advanced diagnostic and support tools to ensure optimal customer satisfaction
Ensure timely escalation of critical issues to internal technical departments and product specialists, minimizing machine downtime and accelerating resolution
Actively contribute to the Current Product Management (CPM) process by identifying, documenting, and escalating quality and reliability issues from the field, representing the voice of the customer
As a key member of the Early Warning Team (EWT), closely monitor the field performance of new products and proactively escalate emerging issues to ensure rapid corrective action
Communicate with Area Service Managers (ASM) and relevant internal departments regarding technical issues, programs, campaigns, or product impacts, ensuring consistent information flow and proper escalation
Provide Etim feedback, when inaccuracies or issues are identified in technical publications to support continuous documentation improvement
Provide the required activation codes for software download or services used through CNH service tools
Qualifications & Skills
Proven experience with a wide range of construction machinery.
Strong understanding of mechanical, hydraulic, and electrical systems.
Degree or Higher Diploma preferred.
Familiarity with applications in waste management, construction, mining, attachments and fleet rental.
Fluent in English; additional languages are a plus.
Proficient in Microsoft Office.
Valid European driving license.
Willingness to travel across the EMEA region.
Key Competencies
Customer-focused mindset
Analytical and strategic approach to dealer support
Excellent communication and interpersonal skills
Team-oriented with the ability to work independently
Calm under pressure and well-organized
Proactive, goal-driven, and committed to success.
Pay Trasparency
The annual salary for this role is EUR 30750 to 47150 plus any applicable bonus (Actual salaries will vary and will be based on various factors, such as skill, experience and qualification for the role.)
For roles open across multiple locations, the salary range indicated refers to the primary location. If a different location is considered, the applicable salary range will be communicated to candidates prior to the first interview.
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