Field Service Engineering Manager
About The Position
This role serves as the Fleet Service Manager for National Account fleets in Iowa and Wisconsin, focusing on all service-related functions. This includes managing warranty and business reviews, ensuring daily fleet uptime, and providing policy support. The position involves working closely with DTNA Service Engineering to report, monitor, and resolve product issues, adhering to compliance guidelines, and facilitating communication with Dealer CX Advocates. A key aspect is supplying regular communication of campaign/recall information and technical expertise to enhance customer satisfaction and brand loyalty. The role also supports the service network by providing service information and maintenance advantages, technical support, and failure analysis. Improving the service network through maximizing efficiencies in service throughput, warranty recovery, and fostering continuous improvement is crucial. This includes regular monitoring of service network performance through data analytics, promoting efficient operations of standard warranty and service repair programs, identifying and correcting deviations from best practices, and providing guidance on throughput improvement using tools like Elite Support, UptimePro, Service Tracker, and Geofencing. Expediting downtime events, assisting with dealer excessive charge resolution and warranty disputes, and maintaining a log of service/reliability issues are also key responsibilities. The manager will identify fleet issue trends, manage prompt resolution through the Freightliner process, and provide quarterly executive reviews. A focus on improving new tractor quality, obtaining quality feedback, communicating with corporate contacts, managing corrective actions, and participating in quality audits is expected. The role involves active leadership of Freightliner's 24/7 product support system, encompassing the dealer network, repair processes, literature, SRT's, electronic information, tooling, and training to optimize product life and performance.
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
- Applicants must be legally authorized to work permanently in the country the position is located in at the time of application
- Final candidate must successfully complete a criminal background check
- Final candidate may be required to successfully complete a pre-employment drug screen
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
- 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.
- Assist in the sale of products by providing service information and maintenance advantages of DTNA products.
- 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.
Benefits
- annual bonus program
- 401k company contribution with company match up to 6% as well as non-elective company contribution of 3 - 7% depending on age
- starting at 4 weeks paid vacation
- 13+ calendar holidays
- 8 weeks paid parental leave
- employee assistance program
- comprehensive healthcare plans and wellness programs
- onsite fitness (at some locations)
- tuition assistance and volunteer paid time off
- short-term and long-term disability plans.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
