5048

Job Location: Ames - Iowa - United States, New Holland - Pennsylvania - United States, Racine - Wisconsin - United States, Sioux Falls - South Dakota - United States

Category for Job Posting: Service and Support

Job Type for Job Posting: Full Time

Working Mode for Job Posting: Hybrid

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Job Purpose

The Product Technical Specialist (PTS) serves as the Voice of the Customer for assigned products and systems, owning the resolution of complex Level-3 technical support issues that cannot be resolved through standard support channels. This role works closely with Engineering, Product Management, Quality, and Field Support to diagnose, escalate, and drive permanent resolution of critical customer issues.

The PTS is a technical authority and escalation point, responsible for translating real-world customer and dealer feedback into clear, data-driven problem statements that engineering teams can act upon. Success in this role requires strong technical expertise, analytical rigor, proactive issue ownership, and clear cross-functional communication.

Key Responsibilities

• Serve as the primary owner for complex, unresolved technical issues beyond Level-1 and Level-2 support
• Lead technical diagnosis and troubleshooting for high-impact customer issues requiring engineering involvement
• Own the resolution of technical inquiries by responding through established support channels and publishing clear guidance via Issue Master, Service Bulletins, Service News Updates, and Knowledge Articles to contain and resolve issues
• Interface between field issues and engineering, ensuring issues are well-defined, reproducible, and actionable
• Represent the customer perspective in cross-functional discussions related to quality, reliability, and product improvement
• Proactively analyze field, dealer, and system data to identify emerging issues early, enabling timely containment actions before issues escalate to widespread customer impact.
• Use field and dealer feedback to help identify emerging issues and systemic trends
• Support containment strategies that minimize customer impact while permanent fixes are developed

Experience Required

• Bachelor's Degree or equivalent experience in Agricultural, Mechanical or Electrical Engineering
• 5+ Years experience 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

Pay Transparency

The annual salary for this role is USD $86,625.00 - $132,825.00 plus any applicable bonus (Actual salaries will vary and will be based on various factors, such as skill, experience and qualification for the role.)

What We Offer

We offer dynamic career opportunities across an international landscape. As an equal opportunity employer, we are committed to delivering value for all our employees and fostering a culture of respect.

At CNH, we understand that the best solutions come from the diverse experiences and skills of our people. Here, you will be empowered to grow your career, to follow your passion, and help build a better future. To support our employees, we offer regional comprehensive benefits, including:

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