COMPANY PROFILE:
CNH Industrial is a global capital goods company specializing in equipment and services for Agriculture and Construction. The Company operates commercially through its brand portfolio which includes Case IH, New Holland Agriculture, Steyr, CASE and New Holland Construction Equipment. More information can be found on the corporate website: www.cnhindustrial.com
WHO WE ARE LOOKING FOR:
The core objective of this role is to seek out and lead initiatives that drive improvement in efficiency, profitability & customer retention with regard to people, processes, systems and tools across the Service & Parts functions within Dealerships, benefiting all stakeholders in the value chain; Customers, Dealers and CNH Industrial.
Working closely with CNH Industrial Dealers & supporting CNH Industrial team members, this role is critical in identifying opportunity to improve and leading change to deploy and “normalise” reccommend changes. Changes may involve modification of, increased utilisation of, or indeed implementation of new/improved systems, processes, tools, or people.
Additional responsibilities may include a requirement to “product champion” selected tool/s available within the CNHI businsess that enhance these objectives.
YOUR KEY RESPONSIBILITIES:
Primary and Secondary duties:
Dealer Commercial Service & Parts Business Development
1. Develop and implement industry leading best practices for CNHI and Dealer commercial service business development nationally.
2. Support increased service revenue, profitability, and enhanced customer experience through various tools:
- Dealer Quality and Standards program.
- 4P Program.
- Customer Experience (CX) measurement & monitoring.
- Conduct dealership warranty “health checks” in accordance with CNH Industrial guidelines.
- Support and provide guidance with regard to new initiatives/ tools such as Vehicle Control Rooms.
- Service & parts department training needs assessment.
1. Provide direction and ongoing assessment of Dealer service capabilities in alignment with CNHI business objectives and expectations.
2. Develop processes in alignment with the wider technical training group, product support, brand objectives that enhance aftersales capability and efficiency and provide for continual improvement and efficiency within the dealer network.
3. Identify and implement processes to improve customer satisfaction specifically around “Service Experience”.
4. Provide regular market and competitor activity feedback.
5. Provide for, and interface with and support for CNHI technical support, warranty & service training initiatives.
6. Work closely with the CNHI Parts Development Representative (PDR) group in all CNHI functions where strategic actions and collaboration is required.
7. Region defined as Australia and New Zealand.
Dealership safety compliance:
1. Ensure compliance with CNH Industrial and industry safety regulations and policies.
YOUR KEY COMPETENCES AND QUALIFICATIONS:
Education/Qualifications:
- Trade related qualifications in an industrial maintenance field.
- Tertiary qualifications in business administration would be well regarded.
- Minimum of 5 years of aftersales management experience is highly desirable.
- Extensive experience in retail/wholesale agriculture/agricultural machinery with a proven track record of effective management of service delivery, aftersales support, customer satisfaction, business planning, sales and marketing, and complaint resolution.
- Demonstratable ability to act responsibly, ethically, and honestly in all roles and tasks. Is consistent and fair when dealing with others; keeps commitments.
- Self-motivated to accomplish important objectives despite a complex environment and multiple demands; acts with a sense of urgency and takes responsibility.
- High level of consulting and negotiating skills combined
- High level analytical problem-solving ability.
- Sound planning and time management skills.
- Positive attitude towards organisational values & cultural beliefs that support a healthy, high-performance culture.
- Ability to manage workload and competing demands while maintain personal balance under pressure of short and sometimes conflicting deadlines.
- Ability to work remotely and autonomously.• Strong written and verbal communications skills.
- Ability to present to a range of audiences including senior management.
- Willingness for frequent travel regionally and on occasions, internationally.
- Ability to inspire, coach and motivate others and a willingness to assist others with self-development.
- Possess a collaborative working style with strong, well-developed interpersonal skills.
- Proactive, flexible, and embracing of working within a constantly changing environment.
- Language Requirement(s): English
Why CNH?
We pride ourselves in our multicultural and diverse workforce! Joining CNHI means joining an employer of choice, working within a supportive and flexible organisation, a place where you will feel empowered & respected, where your voice will be heard, where you are encouraged and afforded opportunities to develop, grow and succeed within our great place to work. Therefore, each day you will uncover a new reason to love what you do!!
CNH Industrial offers the following Benefits
- Productive and high performing work environment
- Competitive Remuneration package and benefits
- Flexible working arrangements available
- A variety of employee discounts including travel discounts, corporate health plans, product discounts & well-being programs
- Career development opportunities available
- Working alongside collaborative and supportive colleagues.
- On-site parking available
Job Requirements:
COMPANY PROFILE:
CNH Industrial is a global capital goods company specializing in equipment and services for Agriculture and Construction. The Company operates commercially through its brand portfolio which includes Case IH, New Holland Agriculture, Steyr, CASE and New Holland Construction Equipment. More information can be found on the corporate website: www.cnhindustrial.com
WHO WE ARE LOOKING FOR:
The core objective of this role is to seek out and lead initiatives that drive improvement in efficiency, profitability & customer retention with regard to people, processes, systems and tools across the Service & Parts functions within Dealerships, benefiting all stakeholders in the value chain; Customers, Dealers and CNH Industrial.
Working closely with CNH Industrial Dealers & supporting CNH Industrial team members, this role is critical in identifying opportunity to improve and leading change to deploy and “normalise” reccommend changes. Changes may involve modification of, increased utilisation of, or indeed implementation of new/improved systems, processes, tools, or people.
Additional responsibilities may include a requirement to “product champion” selected tool/s available within the CNHI businsess that enhance these objectives.
YOUR KEY RESPONSIBILITIES:
Primary and Secondary duties:
Dealer Commercial Service & Parts Business Development
1. Develop and implement industry leading best practices for CNHI and Dealer commercial service business development nationally.
2. Support increased service revenue, profitability, and enhanced customer experience through various tools:
- Dealer Quality and Standards program.
- 4P Program.
- Customer Experience (CX) measurement & monitoring.
- Conduct dealership warranty “health checks” in accordance with CNH Industrial guidelines.
- Support and provide guidance with regard to new initiatives/ tools such as Vehicle Control Rooms.
- Service & parts department training needs assessment.
1. Provide direction and ongoing assessment of Dealer service capabilities in alignment with CNHI business objectives and expectations.
2. Develop processes in alignment with the wider technical training group, product support, brand objectives that enhance aftersales capability and efficiency and provide for continual improvement and efficiency within the dealer network.
3. Identify and implement processes to improve customer satisfaction specifically around “Service Experience”.
4. Provide regular market and competitor activity feedback.
5. Provide for, and interface with and support for CNHI technical support, warranty & service training initiatives.
6. Work closely with the CNHI Parts Development Representative (PDR) group in all CNHI functions where strategic actions and collaboration is required.
7. Region defined as Australia and New Zealand.
Dealership safety compliance:
1. Ensure compliance with CNH Industrial and industry safety regulations and policies.
YOUR KEY COMPETENCES AND QUALIFICATIONS:
Education/Qualifications:
- Trade related qualifications in an industrial maintenance field.
- Tertiary qualifications in business administration would be well regarded.
- Minimum of 5 years of aftersales management experience is highly desirable.
- Extensive experience in retail/wholesale agriculture/agricultural machinery with a proven track record of effective management of service delivery, aftersales support, customer satisfaction, business planning, sales and marketing, and complaint resolution.
- Demonstratable ability to act responsibly, ethically, and honestly in all roles and tasks. Is consistent and fair when dealing with others; keeps commitments.
- Self-motivated to accomplish important objectives despite a complex environment and multiple demands; acts with a sense of urgency and takes responsibility.
- High level of consulting and negotiating skills combined
- High level analytical problem-solving ability.
- Sound planning and time management skills.
- Positive attitude towards organisational values & cultural beliefs that support a healthy, high-performance culture.
- Ability to manage workload and competing demands while maintain personal balance under pressure of short and sometimes conflicting deadlines.
- Ability to work remotely and autonomously.• Strong written and verbal communications skills.
- Ability to present to a range of audiences including senior management.
- Willingness for frequent travel regionally and on occasions, internationally.
- Ability to inspire, coach and motivate others and a willingness to assist others with self-development.
- Possess a collaborative working style with strong, well-developed interpersonal skills.
- Proactive, flexible, and embracing of working within a constantly changing environment.
- Language Requirement(s): English
Why CNH?
We pride ourselves in our multicultural and diverse workforce! Joining CNHI means joining an employer of choice, working within a supportive and flexible organisation, a place where you will feel empowered & respected, where your voice will be heard, where you are encouraged and afforded opportunities to develop, grow and succeed within our great place to work. Therefore, each day you will uncover a new reason to love what you do!!
CNH Industrial offers the following Benefits
- Productive and high performing work environment
- Competitive Remuneration package and benefits
- Flexible working arrangements available
- A variety of employee discounts including travel discounts, corporate health plans, product discounts & well-being programs
- Career development opportunities available
- Working alongside collaborative and supportive colleagues.
- On-site parking available