Field Service Engineering Manager

Daimler Truck North America•Detroit, MI

5d•Hybrid

About The Position

Inside the Role Fleet Service Manager for National Account fleets in Iowa and Wisconsin, supporting all service-related functions including warranty and business reviews, daily fleet uptime and policy support. Posting Information We provide a scheduled posting end date to assist our candidates with their application planning. While this date reflects our latest plans, it is subject to change, and postings may be extended or removed earlier than expected. We Take Care of Our Team What You Drive at DTNA Fleet Service Manager for National Account fleets in Iowa and Wisconsin (Ruan, Heartland, CRST, Hirschbach, Roehl and Marten Transport) Reduce the total cost of ownership while encouraging and initiating participation in maintenance, repair, and truck operation training programs. Work closely with DTNA Service Engineering to report, monitor, and resolve product issues Adhere to compliance guidelines, report and track product incidents as needed Facilitate regular communication and support with Dealer CX Advocates Supplying regular communication of campaign/recall information and technical expertise as needed to improve overall customer satisfaction and brand loyalty. Service Network – Assist in the sale of products by providing service information and maintenance advantages of undefined Provide regular communication of DTNA service repair-related information such as campaign/recall information, repair strategies, and technical training information to reduce vehicle downtime. Support the service network with technical support and failure analysis as needed. Improve the service network by maximizing efficiencies in service throughput, and warranty recovery, and fostering a culture of continuous improvement within the organization. Regular monitoring of service network performance through data analytics to identify and implement opportunities to improve. Promote and monitor the efficient and regular operations of standard warranty and service repair programs for the customer. Identify inconsistencies or deviations from best practices and implement corrective actions. Provide guidance and support in throughput improvement while taking advantage of Elite Support, UptimePro, Service Tracker, and Geofencing. Expedite downtime events when requested by fleets - active intervention for priority service at reasonable costs, also assist with dealer excessive charge resolution, warranty disputes, etc. Maintain a log of all current service/reliability issues and expedite the resolution process throughout the Freightliner organization. There should be feedback to the dealer network, and some method of performance accountability. Identify trends of fleets’ issues and manage prompt resolution through the Freightliner process. Provide at least a quarterly executive review of progress and issues, review priorities, obtain executive input on priorities. Focus on all actions related to improving new tractor quality - obtain quality feedback, communicate to appropriate corporate contacts, manage corrective actions, participate in quality audits. Active leadership of Freightliner's 24/7 product support system to include dealer network, repair processes, literature, SRT's, electronic info, tooling, training - anything required to optimize the life and performance of Freightliner products.

Requirements

Bachelor's degree and 6 years of relevant experience preferred OR 10 years of relevant experience in lieu of a degree
Technical understanding of DTNA products and ability to follow diagnostic troubleshooting procedures
Travel and policy budget management responsibilities
Ability to manage processes and relationships independently
Good writing and verbal communication skills
Showcases the ability to act with a sense of urgency
Brings a can do attitude to support dealer and customers
Ability to spend 1 week per month visiting supporting dealer and/or customers
Strong DTNA Engineering network
Ability to travel up to 50% of the time
Ability to resolve conflict effectively
Previous DTNA Field Service experience required.
An attached resume is required

Nice To Haves

Previous experience working directly without our dealer or customer network.
8 years of relevant experience including leadership experience in managing a team of administrative/technical knowledge-based professionals.
Detailed knowledge of relevant product-specific legal and regulatory frameworks.

Responsibilities

Reduce the total cost of ownership while encouraging and initiating participation in maintenance, repair, and truck operation training programs.
Work closely with DTNA Service Engineering to report, monitor, and resolve product issues
Adhere to compliance guidelines, report and track product incidents as needed
Facilitate regular communication and support with Dealer CX Advocates
Supplying regular communication of campaign/recall information and technical expertise as needed to improve overall customer satisfaction and brand loyalty.
Assist in the sale of products by providing service information and maintenance advantages of undefined
Provide regular communication of DTNA service repair-related information such as campaign/recall information, repair strategies, and technical training information to reduce vehicle downtime.
Support the service network with technical support and failure analysis as needed.
Improve the service network by maximizing efficiencies in service throughput, and warranty recovery, and fostering a culture of continuous improvement within the organization.
Regular monitoring of service network performance through data analytics to identify and implement opportunities to improve.
Promote and monitor the efficient and regular operations of standard warranty and service repair programs for the customer.
Identify inconsistencies or deviations from best practices and implement corrective actions.
Provide guidance and support in throughput improvement while taking advantage of Elite Support, UptimePro, Service Tracker, and Geofencing.
Expedite downtime events when requested by fleets - active intervention for priority service at reasonable costs, also assist with dealer excessive charge resolution, warranty disputes, etc.
Maintain a log of all current service/reliability issues and expedite the resolution process throughout the Freightliner organization.
Identify trends of fleets’ issues and manage prompt resolution through the Freightliner process.
Provide at least a quarterly executive review of progress and issues, review priorities, obtain executive input on priorities.
Focus on all actions related to improving new tractor quality - obtain quality feedback, communicate to appropriate corporate contacts, manage corrective actions, participate in quality audits.
Active leadership of Freightliner's 24/7 product support system to include dealer network, repair processes, literature, SRT's, electronic info, tooling, training - anything required to optimize the life and performance of Freightliner products.