Product Technical Specialist Settimo Torinese

Product Technical Specialist
Settimo Torinese
Piemonte, Settimo Torinese

COMPANY PROFILE:

BASIC FUNCTION:

The Product Technical Specialist: provides professional, centralized technical support to all markets & regions on a global basis, acts as the interface between the markets & brands and the Partners, in this case, with Sumitomo and Hyundai.

Represents the voice of the customer and is the ultimate technical expert within CNH Industrial for their designated Product Ranges, in this case, Midi / Heavy Crawler Excavator and Wheedled Excavator.

YOUR KEY RESPONSIBILITIES:

Responsible for interactions with the global Technical Support teams and brand organizations (Regions, Area's, Branches, markets and Importers):

- Provide answers / resolutions to technical questions (ASIST, phone, personal contacts, market visits)

- Responsible for producing all technical information for the field for their Product Line (inc. PIP (Campaign), Service Bulletins and SNU) also covering development and validation of rework instructions.

- Responsible for creating, maintaining, and updating PB Masters to provide the latest information regarding open issues to the Technical Support and Field Service teams.

- Visit the field 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.

- Be the Quality representative to support the markets by providing in-depth technical feedback for meetings with the brands, dealers, importers and customers.

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

- Assess, validate and approve the KOR requests from all markets (STS).

- Organize failed parts recall to the partners for root cause investigation.

Interactions with the internal departments (Product Platforms, Engineering, Manufacturing, Spare Parts, Warranty, Technical Publications, and Training):

- Represent the marketplace and the voice of the customer during CPM activities (Early Warning and Current Product Management (CPM).

- Identify emerging concerns from the field, gather supporting information, consolidate and escalate.

- Play a central role in the collection of data to diagnosis and define new CPM profiles (including in-field investigation) to ensure efficient and effective problem resolution.

- Assist in the development and validation of containment and fix actions.

- 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.

- Identify Product Improvement Programs (PIPs) required in the field and present them to the CPM team.

- Create PIP bulletins and monitor the launch in conjunction with Spare Parts and Warranty.

- Organize the installation of Items on Test and feed back the results to CPM Team.

- Represent the customer in product development activities with engineering and the Product Platforms.

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

- Support Technical Publications with product specific knowledge and experience assisting with development of the Service and Operator's manuals.

- Support the spare parts organization with product knowledge and technical parts support.

Manage the Recall of failed components for further investigation with CPM team

YOUR KEY COMPETENCES AND QUALIFICATIONS:

Requested

- Technical background with experience in a technical service related activity or engineering

- Crawler Excavator technical knowledge

- Degree or equivalent in Engineering (Mechanical, Electrical, and related)

- Logical and rigorous problem solving approach

- High level of autonomy

- Team player

Preferred

- Good customer service skills (customer relation management)

- Aptitude for engine, hydraulic and electrical/ electronic concern resolution

- High level of flexibility (international travel, seasonal effect on availability)

OTHER INFORMATION:

- Language skills: English is mandatory.

Other languages would be an advantage.

- Knowledge on Crawler Excavators of CNH Industrial Construction products would be an advantage

SOFT SKILLS:

- Be passionate about achieving

- Have the energy to deliver

- Keep things simple

- Act quickly and decisively

- Generate optimism through a customer focused vision