Field Service Engineer IV Canada

Daimler Truck North America

17h•Remote

About The Position

The Field Service Engineer supports dealers and customers in the district to improve satisfaction with Daimler Truck North America (DTNA) brands. The role develops formal customer relationships focused on reducing total cost of ownership (TCO) and maximizing the effectiveness of DTNA products. It also helps develop the district service network and improve customer experience by coordinating with DTNA sales, engineering, parts, warranty, and dealer network development teams. This is a field-focused position serving Western Canada, with the role holder based in the Vancouver mainland district. The work involves regular travel throughout the territory, is typically performed in the field, and includes some administrative work from a home-based office. The position reports to the Canadian Regional Service Manager.

Requirements

Eight years of automotive service industry experience with a technical diploma or certificate in lieu of a degree, or a bachelor’s degree and two years of related automotive service industry experience.
At least one year of experience as a group leader, project lead, or mentor.
Must be located in the Western Canada district (Vancouver mainland) to support the territory.
Must be legally authorized to work permanently in Canada at the time of application.
An attached resume is required.

Nice To Haves

Good technical or mechanical understanding of engines and truck systems.
Good written and verbal communication skills.
Experience leveraging AI tools and technologies to improve productivity, efficiency, or business outcomes.

Responsibilities

Build and maintain relationships with customers and dealers to improve satisfaction with DTNA brands and strengthen business partnerships.
Encourage customer participation in maintenance, repair, and truck operation training programs to help reduce total cost of ownership.
Communicate campaign and recall information and provide technical expertise to improve customer satisfaction and brand loyalty.
Support customers by negotiating and resolving potential repair costs outside warranty coverage.
Assist in the sale of products by explaining DTNA service information and maintenance advantages.
Communicate service repair information, repair strategies, campaign and recall information, and technical training information to the service network.
Provide technical support and failure analysis to service network members as needed.
Improve service network efficiency, service throughput, warranty recovery, and continuous improvement practices.
Monitor service network performance using data analytics and identify and implement improvement opportunities.
Monitor the accuracy, cost-effectiveness, and progress of technical quality work performed by service facility personnel.
Ensure service facilities meet company standards and can provide service consistent with customer expectations and DTNA’s company image.
Promote and monitor the efficient operation of standard warranty and service repair programs within the district.
Identify deviations from best practices and implement corrective actions.
Consult with dealership management and ownership on service facility layout, tooling, personnel, and procedures.
Provide guidance and support for throughput improvement, including use of Elite Support and UptimePro.
Analyze field product failure information and provide feedback to support corrective actions and product improvements related to product liability, serviceability, reliability, and customer satisfaction.