Field Service Engineering Supervisor II

Daimler Truck; Gaffney (SC); On-site; USD 104,000 - 133,000; Full time

Benefits offered by this job

Annual bonus program

401k with company match

4 weeks paid vacation

13+ holidays

8 weeks parental leave

Employee assistance program

Healthcare plans

Job summary

Daimler Truck North America is seeking a senior leader to steer the FCCC Customer Support Call Center, driving staff performance, escalation handling, and 24/7 coverage to ensure high-quality support for customers, dealers, OEMs, and internal teams.

You will analyze KPIs, drive improvements, and collaborate across Engineering, Quality, Warranty, Service, Parts, and Operations to minimize downtime and boost customer satisfaction. Strong leadership and communication are essential.

Qualifications

• Bachelor’s degree required in Business, Engineering, Operations Management, or related field.
• Experience or understanding of technical automotive/heavy truck repair is preferred.
• Demonstrated teamwork and cross-functional collaboration is important.
• Excellent written and verbal communication skills are essential.
• Proficiency with Microsoft Office is expected.

Responsibilities

• Lead FCCC Customer Support Call Center, set performance expectations and develop staff.
• Intervene in escalated customer, dealer, fleet, and OEM issues to ensure timely resolution.
• Ensure staffing and scheduling for a 24/7 operation while maintaining service levels.
• Oversee call center operations and monitor KPIs and ACD performance.
• Drive continuous improvement and cross-functional collaboration to reduce downtime and improve customer experience.

Skills

Leadership

Communication

Teamwork

Problem solving

Customer focus

Education

Bachelor’s degree in Business, Engineering, Operations Management, or related discipline

Tools

Microsoft Office

Job description

Inside the Role

This position leads the Freightliner Custom Chassis (FCCC) Customer Support Call Center, providing strategic direction, coaching, and day-to-day leadership to ensure customer events are accurately captured, documented, and managed through resolution. The role is responsible for overseeing call center operations, driving customer satisfaction, and ensuring a consistent, high-quality support experience for customers, dealers, OEMs, and internal stakeholders.
The successful candidate will manage complex and escalated customer, dealer, and OEM issues, collaborating across multiple functions to drive timely resolution and minimize customer downtime. This position serves as a key representative of FCCC Customer Support and may be required to engage directly with customers at their locations to address critical concerns and strengthen customer relationships.
In addition, the role is accountable for ensuring appropriate staffing, scheduling, and coverage for a 24/7 support operation, monitoring operational performance, and leveraging data to drive continuous improvement. The position analyzes and reports key performance indicators (KPIs), identifies trends, and communicates results and recommendations to FCCC leadership to support business objectives, operational excellence, and an exceptional customer experience.

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

Position offers a starting salary range of$104,000 - $133,000 USD

Pay offered dependent on knowledge, skills, andexperience.

Benefits include annual bonus program; 401kcompany contribution with company match up to6% as well as non-elective company contribution of3 - 7% depending on age;starting at 4 weeks paidvacation; 13+ calendar holidays; 8 weeks paidparental leave; employee assistance program;comprehensive healthcare plans and wellnessprograms; onsite fitness (at some locations); tuitionassistance and volunteer paid time off; short-termand long-term disability plans.

What You Drive at DTNA

• Lead and manage the FCCC Customer Support Call Center, establishing performance expectations, setting employee goals, conducting performance reviews, and fostering employee development and engagement.
• Provide direct leadership and intervention in escalated customer, dealer, fleet, and OEM situations, ensuring company policies are consistently applied and issues are resolved in a timely and professional manner.
• Ensure appropriate staffing, scheduling, and resource allocation to support a 24/7 customer support operation while maintaining service levels and responsiveness.
• Oversee call center operations, including management of the automated call distribution (ACD) system and monitoring call center performance metrics.
• Drive a culture of continuous improvement by identifying process enhancements, implementing operational efficiencies, and supporting departmental improvement initiatives.
• Ensure compliance with all DTNA safety, regulatory, and company policies, including the timely escalation of safety and compliance-related concerns to the appropriate departments.
• Represent FCCC Customer Support at customer locations, industry events, and trade shows, serving as a key advocate for the customer and the organization.
• Build and maintain strong relationships with customers, dealers, fleets, OEMs, and internal stakeholders to support effective communication and issue resolution.
• Lead customer-facing discussions and recurring business reviews with fleet customers, ensuring open concerns are addressed, action plans are communicated, and customer satisfaction objectives are achieved.
• Monitor and report key operational performance indicators (KPIs), identify trends, and provide recommendations to leadership to improve customer experience, operational effectiveness, and business performance.
• Collaborate cross-functionally with Engineering, Quality, Warranty, Service, Parts, and Operations teams to resolve complex issues, reduce customer downtime, and drive long-term corrective actions.

Knowledge You Should Bring

• Bachelor’s degree with focus in Business, Engineering, Operations Management, or a related discipline from an accredited college/university required
• Experience and understanding on technical automotive or heavy truck repair.
• Demonstrated teamwork skills, including cross-functional collaboration
• Microsoft Office
• Excellent written and verbal communication skills

Exceptional Candidates Might Have

• 5 years of related experience preferred in customer service, call center operations, field service, or service management
• Basic proficiency with AI-enabled workplace tools and technologies

#LI-TN1 #LI-Onsite

Where We Work

This position is open to applicants who can work in (or relocate to) the following location(s)-

Gaffney, SC US. Relocation assistance is not available for this position.

Schedule Type:

Onsite

At Daimler Truck North America, we recognize our world is changing faster than ever before. By listening to the needs of today, we’re building to solve with cutting-edge solutions in sustainability and future driving technology across electric, hydrogen and autonomous. These solutions, backed by years of innovative success and achievement, continue DTNA’s legacy as the undisputed industry leader. Our evolving brand portfolio is second to none, including Freightliner Trucks, Western Star, Demand Detroit, Thomas Built Buses, Freightliner Custom Chassis, and Financial Services. Together, we work as one team towards our envisioned future – building a cleaner, safer and more efficient tomorrow for all.

That is what we are working toward - for all who keep the world moving.

Additional Information

• Visa sponsorship will only be open to current Daimler Truck North America employees working under an existing U.S. Daimler Truck North America Visa

• All other applicants must be legally authorized to work permanently in the country the position is located in at the time of application

• Final candidate must successfully complete a criminal background check

• Final candidate may be required to successfully complete a pre-employment drug screen

• Contractors, professional services, or other contingent workers should confirm with their local agency if they are eligible to apply for FTE positions

• EEO - Disabled/Veterans

Daimler Truck North America is committed to workforce inclusion and providing an environment where equal employment opportunities are available to all applicants and employees without regard to race, color, sex (including pregnancy), religion, national origin, age, marital status, family relationship, disability, sexual orientation, gender identity and expression (including transgender and transitioning status), genetic information, or veteran status.

For an accommodation or special assistance with applying for a posted position, please contact our Human Resources department at 503-745-8982 or toll free 800-206-3369. For TTY/TDD enabled call 503-745-2137 or toll free 866-355-6935.