Fleet Advisor

Doggett•Springdale, AR

About The Position

The Fleet Advisor serves as a single point of liaison between customers, dealers, and DTNA Aftermarket, helping customers navigate processes, tools, and contacts to resolve needs and move trucks through repairs quickly. The role uses DTNA digital solutions and Detroit Connect tools to enhance the service experience, support fleet management, and provide clear communication about service status. The Fleet Advisor also supports truck familiarization, troubleshooting, parts procurement, and the sales process by explaining the value of technology and tools associated with the truck and dealership. Vocational and body-builder support and CPWA management are performed if applicable. The position is classified as exempt. Travel may be required. Essential duties must be performed efficiently and accurately, with or without reasonable accommodation, and without creating a significant safety threat to the employee or others.

Requirements

High School Diploma/GED or greater.
Upon hire, complete CX Advocate Manager Certification within the first 3 months.
Proven customer support experience or experience as a client service representative.
Strong understanding of dealership business-unit operations.
Strong understanding of customer-base business models.
Strong technical knowledge of vehicles; prior technician experience.
Customer orientation and ability to adapt and respond to different types of people.
Excellent communication and presentation skills.
Strong technical and analytical skills, including the ability to analyze data and generate actionable insights.
Ability to multitask, prioritize, and manage time effectively.
Ability to work well with others with minimum supervision.
Ability to perform essential duties efficiently and accurately, with or without reasonable accommodation, and without causing a significant safety threat to self or others.

Nice To Haves

Bilingual in Spanish is preferred.

Responsibilities

Provide breakdown assistance and collaborate with other dealers to move customer trucks through repair quickly, keeping customers informed through Service Tracker and other communication tools.
Act as the single point of liaison for the Dealer and DTNA Aftermarket, navigating processes, tools, and people to support customers and resolve their needs.
Understand and maximize the value of DTNA digital solutions for addressing customer needs.
Coach and educate customers on available digital tools and features.
Provide clear, consistent communication using tools such as Service Tracker.
Use Detroit Connect products and tools to enhance the service experience.
Set up and manage customer Detroit Connect accounts as a Fleet Advocate.
Use Detroit Connect Remote Diagnostics to proactively provide service insights.
Use Detroit Connect Remote Update products to perform Firmware Over the Air Updates (FOTA) and Parameter Updates (POTA) for customers.
Use safety and fuel analytics data to generate fleet management insights.
Provide base-level troubleshooting.
Support new service activation and renewals.
Guide customers through truck walk-arounds and familiarize them with truck features and options.
Navigate in-cab HMI, perform Regen, and use the Smart Source App.
Support the sales process by explaining the value of technology and tools associated with the truck and dealership.
Identify and procure necessary parts within the network.
Provide vocational and body-builder support, including body-to-chassis interfacing and engine, body, and SmartPlex parameters using the Chec tool, if applicable.
Manage CPWA, if applicable.
Participate in co-creation events with the OEM to improve the customer experience.