Technical Support Specialist I

Daimler Truck North America • Portland, OR

4d • Hybrid

About The Position

This position is in the Customer Assistance Center on the Customer team, which primarily assists Drivers rather than Dealers. It provides customer support for Freightliner and Western Star trucks, handling customer complaints, dealer referrals, warranty verification, and fleet program information. The role involves answering calls and working through electronic submissions from authorized service locations, end-users, and internal and external customers.

Requirements

• BS/BA or 4 years of relevant experience in lieu of degree.
• Comfortable talking to people most of their day.
• Maintain a level of professionalism as a representative of DTNA.
• Problem-solver who will work with customers/dealers to produce win-win outcomes and provide conflict resolution.
• Comfortable working with various computer applications simultaneously.
• Demonstrate interpersonal/verbal communication skills, time management, problem-solving, and priority setting skills.
• Ability to work some holidays and provide after hours support as needed.
• Must be legally authorized to work permanently in the country the position is located in at the time of application.

Nice To Haves

• Previous experience using Salesforce.
• Working knowledge of our warranty systems.
• Broad working knowledge of the Freightliner and Western Star product lines, heavy-duty truck industry, and the customer/dealer environment.
• Existing relationships with field employees (DSMs).
• DTNA systems knowledge like Excelerator, IMACs, OWL, DTNA portal etc.

Responsibilities

• Answer calls, emails, and electronic tickets from dealers and customers throughout the United States and Canada in a professional, courteous, and timely manner.
• Assist in resolving problems related to the continued operation of Freightliner and Western Star trucks and Detroit Powertrain.
• Assist in dealer Technical support and Service Technical case triage when needed.
• Assist in data clean up for Customer Account Numbers across DTNA.
• Provide dealer referral information, warranty verification, and fleet program information utilizing company documentation, literature, and databases.
• Field customer complaints and provide advanced dealer to customer and dealer to dealer mediation.
• Maintain call note log files with all pertinent repair information and documentation in Call Center software (Salesforce).
• Provide support to CAC team members including on the job training and call support.
• Participate in cross-functional projects and meetings.
• Assure all DTNA Safety and Compliance guidelines are followed, including sending Safety and Compliance related issues to the Compliance and/or Legal department.

Benefits

• 401k company contribution with company match up to 8% 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
• Volunteer paid time off
• Short-term and long-term disability plans

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree