Field Service Engineering Manager at Detroit Diesel Corporation — Detroit, MI

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 Take Care of Our Team

Position offers a starting salary range of $128,000 - $164,000 USD

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.

#LI-JN2 #LI-Hybrid

Where We Work

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

Schedule Type:

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