CX Manager

Paycom; Omaha, Northern (NE, KY); Hybrid; USD 52,000 - 78,000; Full time

Job summary

Daimler Trucks North America (DTNA) is seeking an experienced CX Manager for Customer Support in Omaha, NE. You will act as a liaison between customers, dealers, and service locations to ensure timely repairs and clear communication.

Responsibilities include using Service Tracker and DTNA resources to diagnose faults, provide updates, and support sales with product knowledge. You will also coordinate with Fleet management and maintain knowledge of Detroit Connect tools.

Qualifications

• Must have excellent reading skills and legible handwriting.
• Strong customer service skills.
• Excellent communication and presentation abilities.
• Firm understanding of Class 6-8 Fault codes.
• Ability to lift up to 50 lbs.
• Strong computer skills.
• Solid understanding of dealership operations.
• Strong understanding of customer base business models.
• Strong technical and analytical skills with data insight capability.

Responsibilities

• Provide positive, professional attitude to customers.
• Offer breakdown assistance and coordinate with dealers to move trucks through repair.
• Communicate clearly using Service Tracker and DTNA tools.
• Understand faults via Detroit Connect, Cummins Connect to support customers.
• Provide timely communications to customers and dealers.
• Answer incoming customer calls promptly and politely.
• Follow up with customers is essential.
• Stay current on service bulletins and recalls.
• Research service history for managers or customers as needed.
• Explain and maximize value of DTNA digital solutions; coach customers.
• Use Detroit Connect tools for enhanced service experience.
• Support new service activation and renewals.
• Provide base level troubleshooting using provided resources.
• Use Detroit Connect Remote Update and POTA updates.
• Use Remote Diagnostics to provide insights.
• Set up and manage customer Detroit Connect/Cummins Connect accounts as Fleet Advocate.
• Support sales by explaining technology; coordinate with Sales for training.
• Body interfacing with chassis, parameters; CHEC troubleshooting if directed.
• Investigate vehicle related complaints and forward recommendations to CX Department manager.
• Forward requests for service and repair to appropriate service locations within the DTNA network; follow up accordingly.

Skills

Reading skills

Customer service

Communication skills

Fault codes understanding

Heavy lifting

Computer skills

Dealership operations

Customer base models

Analytical skills

Tools

CDK

Procede

Job description

# CX ManagerNE Customer Support - Omaha, NE 68138## OverviewLevelExperiencedPosition TypeFull TimeJob ShiftDay ShiftEducation LevelNoneTravel PercentageUp to 50%## Description**CUSTOMER:**1. Project a positive, helpful, and professional attitude to our customer.2. Provide breakdown assistance when requested- collaborate with other dealers on behalf of your customers to quickly move their trucks through repair and ensure communication of status is in place via Service Tracker, Uptime Pro etc. Assist dealers in locating and procuring parts during service event.3. Provide clear, consistent communication, leveraging communication tools such as Service Tracker.4. Demonstrate understanding of displayed faults utilizing Detroit Connect, Cummins Connect and other DTNA resources to support customers.5. Provide timely communication to customers and supporting dealers6. Answer incoming customer phone calls promptly and politely.7. Follow up with customer is critical.**OTHER DUTIES:**1. Project a positive, helpful, and professional attitude to management and coworkers.2. Remain current on service bulletins and recalls.3. Research service history information for Service Manager, Shop Foreman, or other service personnel or customers as needed.4. Understand and maximize value of DTNA’s portfolio of digital solutions available to navigate and solve customer needs. Coach and educate your customers on the digital tools and features available to them.5. Utilize Detroit Connect products/ tools to provide an enhanced service experience:6. Support new service activation and renewals7. Provide base level troubleshooting utilizing provided resources8. Utilize Detroit Connect Remote Update products to perform Firmware Over the Air Updates (FOTA), and Parameter Updates (POTA) on behalf of your customer.9. Utilize Detroit Connect Remote Diagnostics to proactively provide service insights10. Setup and manage customer Detroit Connect/Cummins Connect account as Fleet Advocate11. Be able to support the sales process by providing knowledgeable value of the technology and tools associated with the truck and dealership. Coordinate with Sales department to ensure proper training and knowledge of product.12. Vocational and Body Builder Support- body interfacing with chassis, parameters- engine, body and CHEC- if applicable. Utilize CHEC to assist in troubleshooting when directed by manager13. Investigate vehicle related complaints, if solution can be found or implemented forward those recommendations to CX Department manager for direction14. Forward requests for service and repair to appropriate service locations within the DTNA network. Follow up with those facilities to ensure repairs are completed in a timely manner.15. Must complete CX Advocate Manager Certification with the first three months.16. Perform any other tasks or duties as requested.17. Be able to share your collective knowledge with team to further team member knowledge base to enhance team collaboration.18. Visit with fleets and customers if needed to assist in problem solving when needed.19. Process appointment and information requests. Knowledge of CDK and Procede is must to set appointments at TCC locations when requested.## Qualifications1. Must have excellent reading skills and legible handwriting.2. Strong customer service skills.3. Must have excellent communication and presentation skills.4. Firm understanding of Class 6-8 Fault codes5. Must be capable of lifting to 50 lbs.6. Must have Strong Computer Skills7. Strong understanding of dealerships business unit operations.8. Strong understanding of customer base business models.9. Strong technical and analytical skills- ability to analyze data and generate actionable insights.