Fleet Advisor

Doggett Freightliner; Springdale (AR); On-site; USD 45,000 - 65,000; Full time

Job summary

Doggett Freightliner is seeking a Fleet Advisor in the United States to provide breakdown assistance and act as the primary liaison for dealerships and the DTNA Aftermarket experience. This role involves guiding customers through the use of Detroit Connect tools, communicating status via Service Tracker, and supporting activation/renewals.

The Fleet Advisor will educate customers on digital solutions, assist with parts procurement, and participate in OEM co-creation events to enhance the overall

Qualifications

• Proven customer support experience or experience as a client service representative
• Strong understanding of dealerships business unit operations
• Strong understanding of customer base business models
• Strong technical knowledge of the vehicle – prior technician experience
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Bilingual in Spanish is preferred
• Strong technical and analytical skills - ability to analyze data and generate actionable insights
• Ability to multi-task, prioritize, and manage time effectively
• Works well with others with minimum supervision
• Team oriented

Responsibilities

• Provide breakdown assistance – collaborate with other dealers to move trucks through repair and communicate status via Service Tracker
• Serve as single point liaison for Dealer and DTNA Aftermarket experience, navigating processes, tools and people to support customers
• Educate customers on the portfolio of DTNA digital solutions and how to use them
• Coach customers on the digital tools and features available to them
• Provide clear, consistent communication using Service Tracker and other tools
• Utilize Detroit Connect products to enhance service experience and manage customer accounts
• Support new service activation and renewals
• Guide customers through truck walkarounds and familiarize them with features and options
• Assist in sales by explaining the value of technology and tools for trucks and dealerships
• Identify and procure necessary parts within the network
• Support Body Builder and CPWA-related tasks where applicable
• Participate in OEM co-creation events to improve customer experience
• Travel may be required

Skills

Customer support

Communication

Analytical skills

Multi-tasking

Team working

Spanish (preferred)

Technical knowledge of vehicles

Problem solving

Adaptability

Education

High School Diploma/GED or greater

Job description

• Provide Breakdown assistance – 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, etc.
• Single point liaison for the Dealer and DTNA Aftermarket experience, navigating the processes, tools and people needed to support the customer and quickly resolve their needs
• 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
• Provide clear, consistent communication, leveraging communication tools such as Service Tracker
• Utilize Detroit Connect products/tools to provide an enhanced service experience
  • Setup & manage customer Detroit Connect account as a Fleet Advocate
  • Utilize Detroit Connect Remote Diagnostics to proactively provide service insights
  • Utilize Detroit Connect Remote Update products to perform Firmware Over the Air Updates (FOTA), and Parameter Updates (POTA) on behalf of your customer
  • Leverage safety and fuel analytics data to drive fleet management insights
  • Provide base level troubleshooting
  • Support new service activation and renewals
• Guide customer through truck walk around & provide familiarization of truck features and options
  • Navigate in cab HMI
  • Perform Regen
  • Utilize Smart Source App
• Be able to support the sales process by providing knowledge on the value of the technology and tools associated with the truck and dealership
• Identify & procure necessary parts within the network
• Vocational & Body Builder Support – body interfacing with chassis, parameters – engine, body and smartplex (Chec tool) - if applicable
• CPWA Management - if applicable
• Participate in co-creation events with OEM to improve customer experience

Qualifications

• Upon hire must complete CX Advocate Manager Certification within first 3 months
• High School Diploma/GED or greater
• Proven customer support experience or experience as a client service representative
• Strong understanding of dealerships business unit operations
• Strong understanding of customer base business models
• Strong technical knowledge of the vehicle – prior technician experience
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Bilingual in Spanish is preferred
• Strong technical and analytical skills - ability to analyze data and generate actionable insights
• Ability to multi-task, prioritize, and manage time effectively
• Works well with others with minimum supervision
• Team oriented

Travel Requirements

Travel may be required

The Fleet Advisor must perform the essential duties and responsibilities with or without reasonable accommodation efficiently and accurately, and without causing significant safety threat to self or others. The statements made herein are intended to describe the general nature and level of work being performed by employees assigned to this job classification. They are not intended to be construed as an exhaustive and inclusive list of all responsibilities, duties, and/or skills required of personnel so classified.

Doggett is an Equal Employment Opportunity Employer