Field Service Engineering Manager

• Manage service-related functions for national account fleets in Iowa and Wisconsin, including warranty, business reviews, daily fleet uptime, and policy support
• Reduce total cost of ownership and encourage participation in maintenance, repair, and truck operation training programs
• Work with DTNA Service Engineering to report, monitor, and resolve product issues
• Adhere to compliance guidelines and report and track product incidents
• Communicate with and support Dealer CX Advocates
• Provide campaign, recall, repair strategy, technical training, and service repair information
• Support the service network with technical support and failure analysis
• Improve service throughput, warranty recovery, network efficiency, and continuous improvement
• Monitor service network performance through data analytics and implement improvements
• Promote and monitor warranty and service repair programs
• Identify deviations from best practices and implement corrective actions
• Support throughput improvement using Elite Support, Uptime Pro, Service Tracker, and Geofencing
• Expedite fleet downtime events and assist with dealer excessive-charge resolution and warranty disputes
• Maintain and resolve service and reliability issues throughout the Freightliner organization
• Identify fleet issue trends and manage prompt resolution
• Provide quarterly executive reviews of progress, issues, and priorities
• Improve new tractor quality through feedback, corporate communication, corrective actions, and quality audits
• Lead Freightliner's 24/7 product support system covering dealers, repair processes, literature, SRTs, electronic information, tooling, and training

• 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
• Ability to follow diagnostic troubleshooting procedures
• Experience managing travel and policy budgets
• Ability to manage processes and relationships independently
• Strong written and verbal communication skills
• Ability to act with a sense of urgency
• Ability to support dealers and customers with a can-do attitude
• Ability to spend 1 week per month visiting supporting dealers 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
• Attached resume required
• Previous experience working directly with the dealer or customer network
• 8 years of relevant experience, including leadership experience managing administrative/technical knowledge-based professionals
• Detailed knowledge of relevant product-specific legal and regulatory frameworks
• Must be legally authorized to work permanently in the country where the position is located
• Must successfully complete a criminal background check
• May be required to successfully complete a pre-employment drug screen

Demonstrates expertise in managing service-related functions for national account fleets, with a strong focus on compliance, technical support, and continuous improvement. Proven ability to analyze data, resolve product issues, and enhance service network performance while maintaining effective communication with dealers and customers.

• DTNA Product Knowledge
• Diagnostic Troubleshooting
• Field Service Experience
• Data Analytics
• Strong Communication Skills

• Service Management
• Warranty Recovery
• Failure Analysis
• Technical Training
• Process Improvement
• Budget Management
• Conflict Resolution
• Quality Audits
• Fleet Performance Monitoring
• Compliance Adherence

• Can-Do Attitude
• Sense of Urgency
• Relationship Management
• Effective Communication
• Independent Management

• Freightliner
• DTNA Engineering Network
• Regulatory Frameworks
• Service Repair Programs
• Dealer Network Support

• Elite Support
• Uptime Pro
• Service Tracker
• Geofencing