Inside the Role

Primary responsibilities include providing solutions to fleet customers with truck down situations related to parts, frequent updates, and communication to customers until the part issue is resolved and cross-functional alignment of activities with other functional areas within the Aftermarket to help drive the UpTime revolution by reducing downtime to a minimum due to parts shortage issues.

Develops and provides tools, processes that lead to premium support to DTNA's largest national account parts customers. Works with internal and external stakeholders to keep customer vehicles on the road. Supports the National Account Managers whose focus is on growing the parts business and providing solutions. Tracks and reports on all key supply chain metrics including fill rates, alternative parts, dealer inventory, parts technical bulletins, D2D Program and much more. Supports and provides the customer with solutions that keep them purchasing from the DTNA Parts dealer network.

Responsible for improving the customer experience with Daimler Trucks North America and enhancing the company’s relationship with customers by providing premium level of customer support for parts-related issues.

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

This position is only open to applicants within CX and Service in Aftermarket Organization. For specific questions, please contact your HR Business Partner.

What You Drive at DTNA:

• Develop, manage, and execute customer action plans for purposes of accelerating complex issue resolution.
• Use customer case management system to properly document customer issues in Smartsheet.
• Analyze customer inquiries, issues, and feedback to identify opportunities to streamline processes and enhance business systems and tools.
• Act as the voice of the customer while working with internal departments to develop new aftermarket solutions.
• Work with purchasing, material planning, inside sales, marketing, pricing and FleetBoost support teams to ensure timely, high-quality solutions to customer reported parts issues.
• Support DTNA field staff by providing frequent communication during the resolution process.
• Ensure customers are updated with timely and frequent information about progress towards resolving their issues.
• Support cross-functional process improvement efforts and provide feedback to other business partners.
• Assist with Direct Ship order support as needed.

Knowledge You Should Bring:

• BS/BA and prefer 2-4 years of relevant experience or 6 years of relevant experience in lieu of degree.
• Proficient understanding of aftermarket related business in parts and service.
• Customer Service, Sales and/or Service background with excellent communication ability
• Proven expertise in Microsoft Office (emphasis on Excel)
• ·Working knowledge of SAP Paragon, Tableau, Smartsheet and Salesforce, and other web-based tools within DTNA.

Soft Skills:

• Great communication skills
• Go-getter attitude
• Resourceful thinking
• Relationship builder
• Ability to manage high workload with a sense of urgency

Exceptional Candidates Might Have:

• Technical aptitude
• Parts and truck knowledge

#LI-CF1 #LI-HYBRID

Additional Notes:

Daimler Trucks North America is firmly committed to developing a work environment that supports empowerment and inclusion for our current and future employees. We recognize that our ability to adapt will enable us to compete for a broader range of talent. Additionally, our business and the people who work within it will be successful and profitable if we remain agile and flexible in our approach to work. To continue to build a great place to work for all, we are committed to a culture that supports flexibility and encourages a positive working environment that achieves the needs of our business and employees.

Where We Work

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

Fort Mill, SC 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.