Rhonda Monks

Field Service Director
CNH Industrial

Rhonda Monks leads the CASE Construction Equipment Service team, which includes product support managers, field service engineers, a service development manager, and a customer support manager. She oversees more than $40 million annually in warranty dollars, product improvement programs, and customer goodwill. In addition, Rhonda leads the development of brand strategies, policies, customer satisfaction initiatives and product support programs for more than 300 Construction Equipment dealer locations in North America.

Under Rhonda’s leadership, CASE launched its first company-sponsored technical school in North America in partnership with Washburn Tech in Topeka, Kansas. Rhonda also led the development of a tablet-based service inspection tool for identifying, tracking and selling retail service at dealerships.

Check out the incredible speaker line-up to see who will be joining Rhonda.

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Main Day Two

Sunday, March 4th, 2018

14:55 Supporting Customers In A Gray World When Company Policy Is Black And White

Field service exists to protect the integrity of your brand in the eyes of your customer. Responsible businesses set up policies to protect themselves from too much financial exposure when things go wrong, such as a limited warranty for the product they sell. This warranty is the black and white world of company policy. However, not all situations fall neatly into the box of company policy. Session takeaways include and discussion includes how does 1 handle the gray world that is outside the black and white company policy and how do you protect the integrity of your brand and satisfy your customer when things don’t go according to the rule book?