CX Manager: Truck Tech & Fleet Support Advocate

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

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.