Technical Support Specialist II

Daimler Truck • Portland, OR

1d • $65,000 - $83,000 • Hybrid

About The Position

Inside the Role Support Aftermarket Service Product (ASP) initiatives and drive overall service revenue aligning with DTNA’s Go2030 strategy. The Business Development Analyst will be responsible for supporting ASP Regional Sales Managers, providing qualitative and quantitative solutions to increase the take rate for extended coverage products. This includes dealer and end-customer engagement through solution-based selling. In addition, this position drives continuous improvement through channel development innovation, which includes introducing new service offerings for our customers.

Requirements

• BS/BA AND 2-4 years of relevant experience OR 6 years of relevant experience in lieu of degree
• Working knowledge and expanded professional experience in job field
• Understanding of key business drivers
• Works independently within guidelines and policies to solve problems and provide sales support
• Provides informal guidance to new and existing team members
• Will lead projects or processes as required

Responsibilities

• Manage inquiries submitted through the ASP Help Box, ensuring timely and accurate responses.
• Process quote requests, policy upgrades/downgrades, and cancellations.
• Address customer questions related to pricing, eligibility, and coverage concerns.
• Troubleshoot minor quoting and system-related issues.
• Resolve inquiries regarding claims and invoices.
• Communicate effectively via help box, Remedy system, online chat, and phone.
• Respond to questions about policy details, coverage, and component specifics.
• Handle policy exceptions and escalate as needed.
• Troubleshoot INT61 system errors to ensure smooth operations.
• Manage WSC System tasks, including Remedy ticket resolution.
• Maintain and update pricing work lists.
• Support requests from national accounts and the product team.
• Coordinate with regional sales teams and District Sales Managers (DSMs).
• Monitor and manage the OWL pending queue and TCOs.
• Assist with PM claim processing and OWL system updates.
• Perform bi-monthly exchange rate updates.
• Handle dealer transactions, including issuing credits and debits.
• Maintain and update data book codes, pricing structures, compatibility records, Specpro, and IMS systems.

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 and volunteer paid time off
• short-term and long-term disability plans

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level