Field Service Engineering Manager

Inside the Role

Fleet Service Manager for National Account fleets in Iowa and Wisconsin, supporting all service-related functions including warranty and business reviews, daily fleet uptime and policy support.

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

• Fleet Service Manager for National Account fleets in Iowa and Wisconsin (Ruan, Heartland, CRST, Hirschbach, Roehl and Marten Transport)

• Reduce the total cost of ownership while encouraging and initiating participation in maintenance, repair, and truck operation training programs.

• Work closely with DTNA Service Engineering to report, monitor, and resolve product issues

• Adhere to compliance guidelines, report and track product incidents as needed

• Facilitate regular communication and support with Dealer CX Advocates

• Supplying regular communication of campaign/recall information and technical expertise as needed to improve overall customer satisfaction and brand loyalty.

• Service Network – Assist in the sale of products by providing service information and maintenance advantages of

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• Provide regular communication of DTNA service repair-related information such as campaign/recall information, repair strategies, and technical training information to reduce vehicle downtime.

• Support the service network with technical support and failure analysis as needed.

• Improve the service network by maximizing efficiencies in service throughput, and warranty recovery, and fostering a culture of continuous improvement within the organization.

• Regular monitoring of service network performance through data analytics to identify and implement opportunities to improve.

• Promote and monitor the efficient and regular operations of standard warranty and service repair programs for the customer.

• Identify inconsistencies or deviations from best practices and implement corrective actions.

• Provide guidance and support in throughput improvement while taking advantage of Elite Support, UptimePro, Service Tracker, and Geofencing.

• Expedite downtime events when requested by fleets - active intervention for priority service at reasonable costs, also assist with dealer excessive charge resolution, warranty disputes, etc.

• Maintain a log of all current service/reliability issues and expedite the resolution process throughout the Freightliner organization. There should be feedback to the dealer network, and some method of performance accountability.

• Identify trends of fleets’ issues and manage prompt resolution through the Freightliner process.

• Provide at least a quarterly executive review of progress and issues, review priorities, obtain executive input on priorities.

• Focus on all actions related to improving new tractor quality - obtain quality feedback, communicate to appropriate corporate contacts, manage corrective actions, participate in quality audits.

• Active leadership of Freightliner's 24/7 product support system to include dealer network, repair processes, literature, SRT's, electronic info, tooling, training - anything required to optimize the life and performance of Freightliner products.

Knowledge You Should Bring

• Bachelor's degree and 6 years of relevant experience preferred OR 10 years of relevant experience in lieu of a degree

• Technical understanding of DTNA products and ability to follow diagnostic troubleshooting procedures

• Travel and policy budget management responsibilities

• Ability to manage processes and relationships independently

• Good writing and verbal communication skills

• Showcases the ability to act with a sense of urgency

• Brings a can do attitude to support dealer and customers

• Ability to spend 1 week per month visiting supporting dealer and/or customers

• Strong DTNA Engineering network

• Ability to travel up to 50% of the time

• Ability to resolve conflict effectively

• Previous DTNA Field Service experience required.

• An attached resume is required

Exceptional Candidates Might Have

• Previous experience working directly without our dealer or customer network.

• 8 years of relevant experience including leadership experience in managing a team of administrative/technical knowledge-based professionals. 

• Detailed knowledge of relevant product-specific legal and regulatory frameworks.

Where We Work

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

Detroit, MI US, Fort Mill, SC US, Portland, OR US. Relocation assistance is not available for this position.

Schedule Type:

Hybrid (4 days per week in-office / 1 day remote). This schedule builds our #OneTeamBestTeam culture, provides an unparalleled customer experience, and creates innovative solutions through in-person collaboration.

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.