Field Service Engineering Manager

Jobtailor

Missouri

On-site

USD 110,000 - 170,000

Full time

14 days+

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Job summary

Freightliner seeks a senior Service Manager to lead nationwide fleet service operations, including warranty, uptime, and policy support. You will collaborate with DTNA Service Engineering to monitor issues, drive continuous improvement, and support dealers and customers with technical training.

Candidates should bring a strong background in service management, diagnostics, and data analytics, plus the ability to travel up to 50% and manage budgets and relationships effectively.

Qualifications

Bachelor's degree plus 6+ years of relevant experience preferred, or 10+ years in lieu.
Technical understanding of DTNA products.
Ability to follow diagnostic troubleshooting procedures.
Experience managing travel and policy budgets.
Ability to manage processes and relationships independently.
Strong written and verbal communication skills.
Ability to act with a sense of urgency.
Ability to support dealers and customers with a can-do attitude.
Ability to spend 1 week per month visiting supporting dealers and/or customers.
Strong DTNA Engineering network.
Ability to travel up to 50% of the time.
Ability to resolve conflict effectively.
Previous DTNA Field Service experience required.
Attached resume required.
Previous experience working directly with the dealer or customer network.
8 years of relevant experience, including leadership experience managing administrative/technical knowledge-based professionals.
Detailed knowledge of relevant product-specific legal and regulatory frameworks.

Responsibilities

Manage service-related functions for national account fleets and ensure uptime.
Reduce total cost of ownership and promote maintenance participation.
Coordinate with DTNA Service Engineering to report and resolve issues.
Ensure compliance and report product incidents.
Support dealers and customers with technical training.
Provide campaign, recall, and repair strategy information.
Support the service network with technical support and failure analysis.
Improve service throughput and network efficiency.
Monitor service network performance and implement improvements.
Promote warranty and service repair programs.
Travel up to 50% and support dealer/customer networks.

Skills

Data Analytics

Field Service Experience

Diagnostic Troubleshooting

Service Management

Budget Management

Conflict Resolution

Quality Audits

Communication Skills

Education

Bachelor's degree or equivalent experience

Tools

Elite Support

UptimePro

Service Tracker

Geofencing

Job description

Manage service-related functions for national account fleets in Iowa and Wisconsin, including warranty, business reviews, daily fleet uptime, and policy support
Reduce total cost of ownership and encourage participation in maintenance, repair, and truck operation training programs
Work with DTNA Service Engineering to report, monitor, and resolve product issues
Adhere to compliance guidelines and report and track product incidents
Communicate with and support Dealer CX Advocates
Provide campaign, recall, repair strategy, technical training, and service repair information
Support the service network with technical support and failure analysis
Improve service throughput, warranty recovery, network efficiency, and continuous improvement
Monitor service network performance through data analytics and implement improvements
Promote and monitor warranty and service repair programs
Identify deviations from best practices and implement corrective actions
Support throughput improvement using Elite Support, UptimePro, Service Tracker, and Geofencing
Expedite fleet downtime events and assist with dealer excessive-charge resolution and warranty disputes
Maintain and resolve service and reliability issues throughout the Freightliner organization
Identify fleet issue trends and manage prompt resolution
Provide quarterly executive reviews of progress, issues, and priorities
Improve new tractor quality through feedback, corporate communication, corrective actions, and quality audits
Lead Freightliner's 24/7 product support system covering dealers, repair processes, literature, SRTs, electronic information, tooling, and training

Requirements

Bachelor's degree and 6 years of relevant experience preferred, or 10 years of relevant experience in lieu of a degree
Technical understanding of DTNA products
Ability to follow diagnostic troubleshooting procedures
Experience managing travel and policy budgets
Ability to manage processes and relationships independently
Strong written and verbal communication skills
Ability to act with a sense of urgency
Ability to support dealers and customers with a can-do attitude
Ability to spend 1 week per month visiting supporting dealers and/or customers
Strong DTNA Engineering network
Ability to travel up to 50% of the time
Ability to resolve conflict effectively
Previous DTNA Field Service experience required
Attached resume required
Previous experience working directly with the dealer or customer network
8 years of relevant experience, including leadership experience managing administrative/technical knowledge-based professionals
Detailed knowledge of relevant product-specific legal and regulatory frameworks
Must be legally authorized to work permanently in the country where the position is located
Must successfully complete a criminal background check
May be required to successfully complete a pre-employment drug screen

Core Competencies

Demonstrates expertise in managing service-related functions for national account fleets, with a strong focus on compliance, technical support, and continuous improvement. Proven ability to analyze data, resolve product issues, and enhance service network performance while maintaining effective communication with dealers and customers.

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