Job description

Primary role of the Reman Technical Manager is to lead the RTC team in supporting and interacting with the CNH dealer base in their daily activities associated with the sale of remanufactured parts. The RTC manager is responsible for managing an inside call center supporting sales, technical issues, product availability, system concerns as well a wide variety of customer & dealer concerns & opportunities. The Reman Technical Manager is to assign territorial responsibility to RTC associates, as well as create and maintain great relationships with the parent company, Parts and Service Managers, and our Dealer base.

Dimensions:
Ensure RTC Associates are meeting targeted goals for all call metrics, including volume of outbound and inbound calls. RTC Manager is responsible for setting objectives and providing awareness of results, daily, weekly, monthly, etc. Develop and train skilled RTC representatives to effectively address technical concerns with a mindset to expand the business relationship. Support all aspects of the Reman/Dealer relationship by working with all departments to represent the business.

Essential Responsibilities:

• Meet and exceed targeted goals and call metrics.
• Define Call Territories and ensure necessary team skills are developed and employed to support Dealers.
• Refine the company’s CRM tools to make RTC associates more effective in daily Dealer interaction.
• Support RTC agents in peak times of call volume.
• Refine processes internally and externally for getting solutions back to the Dealer in a timely manner.
• Daily interaction with customers and CNH field sales personnel to promote CNH Reman products and service.
• Provide competitive intelligence to Product Mgrs. to develop and maintain our market-based price strategy.
• Provide periodic reports to management regarding call activity and opportunities for improvement in their assigned territories.
• Help develop promotions and contests for the internal (PSSM) and external customer bases of CNH Reman.
• All other duties as needed to grow CNH Reman to surpass the yearly business plan.

The successful Reman Technical Manager will consistently and enthusiastically lead and develop the RTC team to engage the internal and external customer base of CNH to promote the CNH Reman product offering. The Reman Technical Manager will ensure the team provides timely and accurate product information regarding the application, availability, catalog accuracy, core value and core criteria or any other specific information needed to assist the dealer or the PSSM in promoting CNH Reman products. Opportunities for improvement in the areas of pricing, specific product development suggestions, product availability and promotional activities will be consistently reported internally to further our position as the market leader in remanufactured products.

Job Specifications:

Impact:

• Meet and exceed revenue and margin plan.
• Clear and consistent information provided to our dealer base.
• Timely resolution of dealer issues.

Communication:

• Dealer Network - Daily information exchange on Reman Products and Programs.
• Part Sales and Service Managers (PSSM) - training of the PSSM, and team sales calls to the dealerships.
• RTC Team – ensure team cohesiveness, function, dissemination of key information and general pulse of the team. Promote our value proposition as the primary voice/face to our dealer network
• Other Reman team member – dissemination of information and needs to other stake holders in the business unit.
• Communicate with Safety to ensure all safety standards are met or exceeded
• CNH Brand Representative

Requirements:

• Proven ability to communicate with people, Excellent personal interaction skills and detailed task execution
• Inbound & Outbound Call Center or related experience
• Ability to function independently and meet performance targets in a fast-paced environment of accountability
• Management or leadership position in an inside call center environment preferred.
• Minimum GED or High School Diploma required with a bachelor’s degree in an agriculture, business or technical discipline. Two years of related experience in lieu of each one year of formal education accepted.
• Minimum of four years customer support experience in a manufacturing environment, with an emphasis on effective written and oral communication.
• Ability to use personal/mainframe computer, specific sales software packages, copier, calculator, telephone, and fax machine.
• Regular and consistent attendance with required overtime
• Ability to read MSDS sheets.
• Walking, standing, stooping, bending, lifting, and reaching.
• Ability to travel up to 25% of the time.

Benefit Package Includes:

• Competitive Pay and Quarterly Bonus Program
• Low Premium Health, Dental, Vision and Disability Insurance
• Company-Paid Life Insurance
• Paid Holidays and Vacation
• Generous 401(k) Plan
• Excellent Tuition Reimbursement
• Safety Reimbursements
• Employee Assistance Program
• Wellness Program

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• No nights
• No weekends

Work Location: In person

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