Manager Customer Support

Inside the Role

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

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

Knowledge You Should Bring

• Bachelor degree in related field and 8 years of relevant experience in automotive, commercial vehicle industry sales or customer service role
• Proven experience in managing a service organization
• Leadership and management skills, with an ability to motivate others
• Understanding and ability to explain complex technical product in details
• Ability to work with people at various levels from shop floor to senior management
• Excellent communication, presentation, interpersonal, problem-solving, and organizational skills. Proficient in MS Office, typical computer systems / skills
• Problem-solving: able to use critical and creative thinking to identify and resolve issues with products, programs and orders.
• Time management and organization: master a variety of organization methods, to handle multiple projects at one time and completing tasks efficiently and accurately.
• High level of personal and professional integrity, honesty and accountability.
• An attached resume is required.

#LI-RR1 #LI-Hybrid

Where We Work

This position is open to applicants who can work in (or relocate to) the following location(s)-

Schedule Type:

At Daimler Truck North America, we recognize our world is changing faster than ever before. By listening to the needs of today, we're building to solve with cutting-edge solutions in sustainability and future driving technology across electric, hydrogen and autonomous. These solutions, backed by years of innovative success and achievement, continue DTNA's legacy as the undisputed industry leader. Our evolving brand portfolio is second to none, including Freightliner Trucks, Western Star, Demand Detroit, Thomas Built Buses, Freightliner Custom Chassis, and Financial Services. Together, we work as one team towards our envisioned future - building a cleaner, safer and more efficient tomorrow for all.

That is what we are working toward - for all who keep the world moving.

Additional Information

• This position is not open for Visa sponsorship or to existing Visa holders
• Applicants must be legally authorized to work permanently in the country the position is located in at the time of application
• Final candidate must successfully complete a criminal background check
• Final candidate may be required to successfully complete a pre-employment drug screen
• Contractors, professional services, or other contingent workers should confirm with their local agency if they are eligible to apply for FTE positions
• EEO - Disabled/Veterans

Daimler Truck North America is committed to workforce inclusion and providing an environment where equal employment opportunities are available to all applicants and employees without regard to race, color, sex (including pregnancy), religion, national origin, age, marital status, family relationship, disability, sexual orientation, gender identity and expression (including transgender and transitioning status), genetic information, or veteran status.

For an accommodation or special assistance with applying for a posted position, please contact our Human Resources department at 503-745-8982 or toll free 800-206-3369. For TTY/TDD enabled call 503-745-2137 or toll free 866-355-6935.