CX Manager

TRUCK CENTER COMPANIES•Richland I Precinct, NE

3d•Onsite

About The Position

The CX Manager role is responsible for projecting a positive, helpful, and professional attitude towards customers, management, and coworkers. This position involves providing breakdown assistance, collaborating with other dealers to expedite truck repairs, and ensuring clear communication of status updates through tools like Service Tracker and Uptime Pro. The CX Manager will assist dealers in locating and procuring parts during service events, demonstrate an understanding of displayed faults using Detroit Connect, Cummins Connect, and other DTNA resources, and maintain timely communication with customers and supporting dealers. Key responsibilities include answering incoming customer phone calls promptly, following up with customers, staying current on service bulletins and recalls, and researching service history information. The role requires understanding and maximizing the value of DTNA’s digital solutions, coaching customers on these tools, and utilizing Detroit Connect products for an enhanced service experience, including new service activation, renewals, basic troubleshooting, and performing Firmware Over the Air Updates (FOTA) and Parameter Updates (POTA). The CX Manager will also utilize Detroit Connect Remote Diagnostics for proactive service insights, set up and manage customer Detroit Connect/Cummins Connect accounts as a Fleet Advocate, and support the sales process by articulating the value of associated technology and tools. Coordination with the Sales department for training and product knowledge is essential. The role includes Vocational and Body Builder Support, involving body interfacing with chassis, parameters, and CHEC troubleshooting when directed. The CX Manager will investigate vehicle-related complaints, forward recommendations to the CX Department manager, and route service and repair requests to appropriate DTNA network locations, following up to ensure timely completion. A critical requirement is completing the CX Advocate Manager Certification within the first three months. The position also involves sharing knowledge with team members to enhance collaboration and visiting fleets and customers as needed for problem-solving. Processing appointment and information requests, with knowledge of CDK and Procede for setting appointments at TCC locations, is also part of the role.

Requirements

Must have excellent reading skills and legible handwriting.
Strong customer service skills.
Must have excellent communication and presentation skills.
Firm understanding of Class 6-8 Fault codes
Must be capable of lifting to 50 lbs.
Must have Strong Computer Skills
Strong understanding of dealerships business unit operations.
Strong understanding of customer base business models.
Strong technical and analytical skills- ability to analyze data and generate actionable insights.

Nice To Haves

Knowledge of CDK and Procede is must to set appointments at TCC locations when requested.

Responsibilities

Project a positive, helpful, and professional attitude to our customer.
Provide breakdown assistance when requested- collaborate with other dealers on behalf of your customers to quickly move their trucks through repair and ensure communication of status is in place via Service Tracker, Uptime Pro etc.
Assist dealers in locating and procuring parts during service event.
Provide clear, consistent communication, leveraging communication tools such as Service Tracker.
Demonstrate understanding of displayed faults utilizing Detroit Connect, Cummins Connect and other DTNA resources to support customers.
Provide timely communication to customers and supporting dealers
Answer incoming customer phone calls promptly and politely.
Follow up with customer is critical.
Project a positive, helpful, and professional attitude to management and coworkers.
Remain current on service bulletins and recalls.
Research service history information for Service Manager, Shop Foreman, or other service personnel or customers as needed.
Understand and maximize value of DTNA’s portfolio of digital solutions available to navigate and solve customer needs.
Coach and educate your customers on the digital tools and features available to them.
Utilize Detroit Connect products/ tools to provide an enhanced service experience: Support new service activation and renewals
Provide base level troubleshooting utilizing provided resources
Utilize Detroit Connect Remote Update products to perform Firmware Over the Air Updates (FOTA), and Parameter Updates (POTA) on behalf of your customer.
Utilize Detroit Connect Remote Diagnostics to proactively provide service insights
Setup and manage customer Detroit Connect/Cummins Connect account as Fleet Advocate
Be able to support the sales process by providing knowledgeable value of the technology and tools associated with the truck and dealership.
Coordinate with Sales department to ensure proper training and knowledge of product.
Vocational and Body Builder Support- body interfacing with chassis, parameters- engine, body and CHEC- if applicable.
Utilize CHEC to assist in troubleshooting when directed by manager
Investigate vehicle related complaints, if solution can be found or implemented forward those recommendations to CX Department manager for direction
Forward requests for service and repair to appropriate service locations within the DTNA network.
Follow up with those facilities to ensure repairs are completed in a timely manner.
Must complete CX Advocate Manager Certification with the first three months.
Perform any other tasks or duties as requested.
Be able to share your collective knowledge with team to further team member knowledge base to enhance team collaboration.
Visit with fleets and customers if needed to assist in problem solving when needed.
Process appointment and information requests.
Knowledge of CDK and Procede is must to set appointments at TCC locations when requested.