Field Service Engineer IV Canada

dtna; Mississauga; On-site; CAD 85,000 - 110,000; Full time

Job summary

Daimler Trucks North America is seeking a district service representative located in the Western Canada (Vancouver mainland) area. The role focuses on improving customer experience, reducing total ownership costs, and strengthening partnerships with dealers and customers.

The incumbent will interact with multiple DTNA departments to optimize service delivery, warranty handling, and product reliability. Regular travel is required to cover the Western Canada district.

Qualifications

• Minimum 8 years in automotive service with a technical diploma or certificate; or a bachelor's degree plus 2 years in automotive service.
• At least 1 year of experience as a group leader, project lead, or mentor.
• Strong technical/mechanical understanding of engines and truck systems.
• Good written and verbal communication skills.

Responsibilities

• Improve customer satisfaction and partnerships by reducing TCO and promoting DTNA products.
• Develop and support the service network across the district; collaborate with sales, engineering, parts, warranty and dealer network development.
• Travel regularly throughout the Western Canada territory; work primarily in the field with some home-office administrative work.
• Provide guidance on throughput improvements, warranty recovery, and service program execution.

Skills

Leadership

Technical knowledge

Analytical thinking

Communication skills

Education

Technical Diploma / Certificate

Bachelor's degree (optional)

Job description

Inside the Role

The district service representative interacts with dealers and customers in the district to improve overall satisfaction with the DTNA brands. Some of the customers domiciled in or sold by dealerships in the district will require a more formal relationship to strengthen a business partnership focused on reducing the customer's TCO (Total Cost of Ownership) and maximizing the effectiveness of the DTNA products in use. This position requires the interaction with and development of the service network within the district. Focusing on improving the customer experience while leveraging various departments within DTNA such as sales, engineering, parts, warranty and dealer network development, all focused on improving the total customer experience and improving the network through service excellence and improved throughput.

This is a field position that will require the candidate to be located in the Western Canada district (Vancouver mainland) in which the individual will support. This position will report to the Canadian Regional Service Manager.

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

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.

This is a field-focused role, requiring regular travel throughout the Western Canada territory. You must be located in the Western Canada district (Vancouver mainland) to serve that territory. Work is typically in the field, with some administrative work completed from your home-based office.

What You Drive at DTNA

Customer

• Reduce the total cost of ownership while encouraging and initiating participation in maintenance, repair, and truck operation training programs.
• Communication of campaign/recall information and technical expertise as needed to improve overall customer satisfaction and brand loyalty.
• Support the customer by negotiating and resolving potential repair costs, outside of warranty coverages.

Dealer/Service Network

• Assist in the sale of products by providing service information and maintenance advantages of DTNA products.
• Provide regular communication of DTNA service repair-related information such as campaign/recall information, repair strategies, and technical training information to enhance the service network's ability to quickly and accurately repair the customer's vehicle.
• Support the service network with technical support and failure analysis as needed.
• Improve the service network by maximizing efficiencies in service throughput, 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.
• Monitor the accuracy, cost-effectiveness, and general rate of progress of technical quality performed by service facilities personnel.
• Ensure that the service facilities meet company standards, and they can provide service consistent with customer expectations and DTNA company image.
• Promote and monitor the efficient and regular operations of standard warranty and service repair programs within the district.
• Identify inconsistencies or deviations from best practices and implement corrective actions. Consult with dealership management/ownership concerning service facility layout, tooling, personnel, and procedures.
• Provide guidance and support in throughput improvement while taking advantage of Elite Support, UptimePro.
• Analyze field product failure information and provide feedback to assist in corrective action and product improvements in the areas of product liability, truck serviceability, reliability, and general customer satisfaction.

Knowledge You Should Bring

• 8 years of automotive service industry experience with Technical Diploma, or Certificate, in lieu of a degree OR Bachelor's degree and 2 years of related experience in the automotive service industry
• At least 1 year of experience as a group leader, project lead, or mentor
• Good technical/mechanical understanding of engines and truck systems preferred
• Good written and verbal communication skills preferred
• Requires in-depth knowledge and expertise in job field and working knowledge of related disciplines
• Uses analytical thought to independently solve