Technical Support Specialist I

Inside the Role

This position is in the Customer Assistance Center on the Customer team. This is the only team in the company that assists mostly Drivers rather than our Dealers. This position provides Customer support for Freightliner and Western Star trucks related to customer complaints, dealer referrals, warranty verification, and fleet program information. This position spends most of their time answering calls and working through electronic submissions from authorized service locations, end-users, and internal and external customers.

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.

Position offers a starting salary range of $58,000 - $75,000 USD Pay offered dependent on knowledge, skills, and experience

• Benefits include 401kcompany contribution with company match up to 8% as well as non-elective company contribution of3 - 7% depending on age;starting at 4 weeks paid vacation; 13+ calendar holidays; 8 weeks paid parental leave; employee assistance program;comprehensive healthcare plans and wellness programs; onsite fitness (at some locations); tuition assistance and volunteer paid time off; short-termand long-term disability plans.
• 401k company contribution with company match up to 8% as well as non-elective company contribution of 3 - 7% depending on age
• starting at 4 weeks paid vacation
• 13+ calendar holidays
• 8 weeks paid parental leave
• employee assistance program
• comprehensive healthcare plans and wellness programs
• onsite fitness (at some locations)
• tuition assistance and volunteer paid time off
• short-term and long-term disability plans

Answer calls, emails, and electronic tickets from dealers and customers throughout the United States and Canada in a professional, courteous, and timely manner. Assist in resolving problems related to the continued operation of the growing brand of Freightliner and Western Star trucks and Detroit Powertrain. Assist in dealer Technical support and Service Technical case triage when needed Assist in data clean up for Customer Account Numbers across DTNA.

Responsible for providing dealer referral information, warranty verification and fleet program information utilizing company documentation, literature, and databases. Field customer complaints and provide advanced dealer to customer and dealer to dealer mediation. Maintain call note log files with all pertinent repair information and documentation in Call Center software (Salesforce). Provides support to CAC team members including on the job training and call support.

Participates in cross functional projects and meetings. Assure all DTNA Safety and Compliance guidelines are followed. This includes items involving Safety and Compliance related issues are sent to the Compliance and/or Legal department.

BS/BA 0-2 years of relevant experience OR 4 years of relevant experience in lieu of degree This candidate will need to be someone who is comfortable talking to people most of their day. They will need to maintain a level of professionalism as a representative of DTNA. They need to be a problem-solver who will work with customers/dealers to produce win-win outcomes and provide conflict resolution.

This person must also feel comfortable working with various computer applications simultaneously. This candidate should be able to demonstrate interpersonal/verbal communication skills, time management, problem-solving and priority setting skills. Ability to work some holidays and provide after hours support as needed. Call center hours are 5am to 4pm PST Mon-Fri. Exceptional Candidates Might Have Previous experience using Salesforce Working knowledge of our warranty systems The ideal candidate will have a broad working knowledge of the Freightliner and Western Star product lines, heavy-duty truck industry, and the customer/dealer environment.

Existing relationships with field employees (DSMs) DTNA systems knowledge like Excelerator, IMACs, OWL, DTNA portal etc.