Product Support Manager

Daimler Truck•Jacksonville, FL

4d•$95,000 - $121,000•Remote

About The Position

This role involves providing onsite support to customers and service partners in the assigned West Coast area. The technician will be responsible for making repairs to coach-side issues like electrical, HVAC, suspension, chassis, and interior systems. They will also write damage and special incident reports on customer complaints and forward these to the Product Support Manager. The technician will also be responsible for completing recalls and product campaigns. Candidates must be located in Western Region territory, which includes: CA, OR, WA, AZ, UT, ID, and MT. At Daimler Truck North America, the company is focused on building cutting-edge solutions in sustainability and future driving technology across electric, hydrogen and autonomous, continuing its legacy as an industry leader. The brand portfolio includes Freightliner Trucks, Western Star, Demand Detroit, Thomas Built Buses, Freightliner Custom Chassis, and Financial Services. The company aims to build a cleaner, safer and more efficient tomorrow for all.

Requirements

Bachelor’s degree in related field, or 6 years of relevant experience in lieu of degree.
2-4 years of relevant experience in automotive industry.
Excellent communication, presentation, interpersonal, problem-solving, and organizational skills.
Proficient in MS Office, typical computer systems / skills.
High level of personal and professional integrity, honesty and accountability.
Ability to travel regionally and internationally.
An attached resume is required.

Nice To Haves

Understanding and ability to understand and to explain complex technical product in detail.
Outstanding customer service experience.
CDL with P endorsement a plus.

Responsibilities

Provide onsite support to customers and service partners in the assigned West Coast area.
Make repairs to coach-side issues including electrical, HVAC, suspension, chassis, and interior systems.
Write damage and special incident reports on customer complaints and forward them to the Product Support Manager.
Complete recalls and product campaigns.
Advise and support customers in an assigned area for all service and maintenance topics.
Maintain active, timely and accurate CRM records (Novis), reports and applicable logs.
Work in effective, efficient partnership with product support manager and sales colleagues to achieve overall team targets.
Analyze customer complaints and write damage and special incident reports.
Collaborate with product support manager to track and resolve these complaints.
Maintain and stock a service vehicle with appropriate tools and parts to complete field repairs.
Support service partners in the degeneration of campaigns and recalls.
Instruct the service personnel from customers in all service and maintenance topics.
In collaboration with the product support manager, develop and test repair solutions as well as installation instructions (service bulletins) for the elimination of customer complaints.
Complete recall and campaign work on company and customer vehicles.