Inside the Role Ensure that customers in the U.S./Canada market receive premium aftersales services through the Daimler Buses network. Lead the Field Services Technicians and the Warranty Recovery Supervisor in managing their day-to-day operations to ensure cost-effective, high quality service delivery to all customers. Support the Customer Service & Parts Manager on all matters regarding network development including the appointment and authorization process for new network partners. Support the service network on organizational matters and technical issues. Ensure compliance with Daimler Buses Customer Services policies and procedures. Challenge and encourage Customer Service staff and identify areas for development and training needs. 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 Position offers a starting salary range of $128,000.00 - $164,000.00 USD Pay offered dependent on knowledge, skills, and experience Benefits include annual variable pay bonus program; eligible for the use of a company vehicle; 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 health care plans and wellness programs; onsite fitness (at some locations); tuition assistance and volunteer paid time off; short-term and long-term disability plans. What You Drive at DTNA Planning & Budgeting Monitor budgeting and forecasting of all Service activities to ensure aftermarket performance and safeguard financial targets Contribute to the development of service concepts for the U.S. market incl. activity and implementation plan always considering the Daimler Buses Service Strategy Operational Tasks Lead the Field Services Technicians and the Warranty Recovery Supervisor in managing their day-to-day operations to ensure cost-effective, high quality service delivery to all customers Ensure compliance with Daimler Buses Customer Services policies and procedures Co-ordinate the resolution of service issues in conjunction with the Field Service Technicians and the Spare Parts Manager Supervision, approval and coordination of activities regarding technical support issues Organize the technical information flow within the Service department and the authorized service partner network Day-to-day supervision of the decentralized Field Service Technician team Network support for workshop organization issues and technical services offered Quality Management/Warranty & Policy/Service Campaigns/Service Contracts Monitor and report, feedback product quality situation to CSP Manager and Daimler Buses HQ, creating of technical products reports (TRP) Attending, documenting and reporting product liability claims Processing warranty claims between Service net and HQ Daimler Buses Resolving warranty decision conflicts between market and HQ Daimler Buses Generate monthly warranty reporting, derive measures from the report On request of the CSP Manager support special incident investigations, accident reconstructions and liaise with local authorities Budgeting, coordinating, communicating and implementing service campaigns, safety recalls and field actions Complying with national and international laws by notifying governmental institutions and regional bodies about the local and foreign service measures Monitoring service campaign completion rates in the market, taking corrective measures when necessary Support sales team in case maintenance & repair contracts are required during a tender/bid proposal Align and agree with Daimler Buses HQ on maintenance & repair contract calculation logic and final offers to the customer Manage existing maintenance & repair contracts Support sales department on official approval and homologation for road service Support sales department on official approval and homologation for road service Managing of all incoming inquiries and complaints regarding Customer Service and Parts Collecting of all inquiry & complaint related details and evolving of an mutually acceptable solution Follow up and follow-through on all customer contacts (call, letter, e-mail etc.) Involve authorized network partner to collect detailed information and to develop a joint solution For difficult customer cases cooperate with Field Service Technicians and Legal Department Ensure that customer database is systematically updated by team members Network Development Support the Customer Service & Parts Manager in managing the service network including the appointment and authorization process for new network partners Monitor and communicate, report network performance to the CSP Manager Plan, set-up and contribute actively to network visits, conferences Build and maintain close relationships with all network partners Support the service network on organizational matters and technical issues. Implement CSP network standards, target agreements and bonus systems Ensure appropriate aftersales training for the authorized network and support in new training concepts (e.g. virtual classroom training) Personnel Management Define and assign tasks to all team members Monitor and communicate individual and team performances/results to team members Encourage teamwork at all CSP functions Challenge and support Customer Service staff and identify areas for development and training needs Follow-up and follow-through of all training needs with personnel department Establish and cultivate Daimler Buses’ vision, mission, core values and leadership principles as basis for all operations