Customer Experience Truck Fleet Advocate

patsoninc; Gary (IN); On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

Medical Insurance

Vision Insurance

Dental Insurance

Life & AD&D

Disability Insurance

FSA

401(k) Match

PTO

Sick Time

Paid Holidays

EAP

Accident Coverage

Critical Illness

Cancer Insurance

Pet Insurance

Identity Theft Insurance

Job summary

TransChicago Truck Group is seeking a Customer Experience (CX) Fleet Advocate to facilitate timely communication and repair progress updates to customers. You will partner with our customer base to provide continuous feedback and access to repairs by coordinating with repair facilities for effective fleet management.

The role focuses on guiding service teams, expediting parts and field support, and ensuring customer satisfaction through proactive communication and education about maintenance,

Qualifications

• 8+ years of sales experience, product support, or technical product knowledge.
• 1+ years of experience as a technical support lead, such as Lead Technician.

Responsibilities

• Review estimates and repairs for correct warranty processing.
• Track failure patterns and pursue resolutions.
• Coordinate expediated parts orders, technical and field support, as needed.
• Meet with customers to explain repairs.
• Train customers on proper maintenance and new technologies.

Skills

Sales experience

Technical product knowledge

Lead technician experience

Job description

At TransChicago Truck Group, we keep the trucks and people that power our economy rolling. We’re a full-service commercial truck dealership representing Freightliner and Western Star by providing sales, service, and parts for a wide variety of business throughout the Chicagoland area. We’re a family‑owned, fast‑growing dealership group that values curiosity, teamwork, and growth. If you’re the kind of person who likes to learn by doing and see the impact of your work every day, you’ve found the right spot.

TransChicago is looking for a Customer Experience (CX) Fleet Advocate who will be responsible for facilitating timely communication and repair progress updates to customers. Partnering with our customer base, this role will provide continuous feedback and access to repairs by communicating with the repair facilities enabling effective fleet management operations by our customers.

Essential Functions & Responsibilities:

• Review estimates and repairs for correct warranty processing.
• Seek policy assistance when merited.
• Track failure patterns and pursue resolutions.
• Partner with location Service teams to guide and expedite truck repairs.
• Coordinate expediated parts orders, technical and field support, as needed.
• Monitor trucks down for activity.
• Track and expedite campaigns.
• Meet with customers to explain repairs.
• Train customers on proper maintenance, inspection, new technologies and continuing education.
• Support customer maintenance programs.
• Review invoices for accuracy.
• Provide customer technician and driver training on site.
• Virtual technician and connectivity follow up.
• Review PDI/NTP work in process and follow up.
• Account set up and support
• Quality/factory interface
• Direct warranty: parts, CPW, etc.

Education and/or required experience:

• 8+ years of sales experience, product support, or technical product knowledge.
• 1+ years of experience as a technical support lead, such as Lead Technician.

Compensation & Benefits:

• Compensation: $60,000-$75,000 base salary. Compensation will be determined based on experience, competencies, certifications, and education.
• Benefits:
  • Medical Insurance
  • Vision Insurance
  • Dental Insurance
  • Life and AD&D Insurance
  • Disability Insurance
  • Flexible Spending Account (FSA)
  • 401(k) with company match
  • Paid Time Off (PTO)
  • Paid Sick Time
  • Paid Holidays
  • Additional voluntary benefits: We also offer a variety of other benefits including an Employee Assistance Program (EAP), Accident Coverage, Critical Illness, Cancer Insurance, Pet Insurance, and Identity Theft Insurance

TransChicago Truck Group is committed to a diverse and inclusive workplace. TransChicago is an equal opportunity employer and does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.