Field Service Engineering Manager
Inside the RoleFleet Service Manager for National Account fleets in Iowa and Wisconsin, supporting all service-related functions including warranty and business reviews, daily fleet uptime and policy support.Posting InformationWe 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 TeamWhat You Drive at DTNA Fleet Service Manager for National Account fleets in Iowa and Wisconsin (Ruan, Heartland, CRST, Hirschbach, Roehl and Marten Transport)Reduce the total cost of ownership while encouraging and initiating participation in maintenance, repair, and truck operation training programs.Work closely with DTNA Service Engineering to report, monitor, and resolve product issuesAdhere to compliance guidelines, report and track product incidents as neededFacilitate regular communication and support with Dealer CX AdvocatesSupplying regular communication of campaign/recall information and technical expertise as needed to improve overall customer satisfaction and brand loyalty.Service Network – Assist in the sale of products by providing service information and maintenance advantages ofundefinedProvide regular communication of DTNA service repair-related information such as campaign/recall information, repair strategies, and technical training information to reduce vehicle downtime.Support the service network with technical support and failure analysis as needed.Improve the service network by maximizing efficiencies in service throughput, and warranty recovery, and fostering a culture of continuous improvement within the organization.Regular monitoring of service network performance through data analytics to identify and implement opportunities to improve.Promote and monitor the efficient and regular operations of standard warranty and service repair programs for the customer.Identify inconsistencies or deviations from best practices and implement corrective actions.Provide guidance and support in throughput improvement while taking advantage of Elite Support, UptimePro, Service Tracker, and Geofencing.Expedite downtime events when requested by fleets - active intervention for priority service at reasonable costs, also assist with dealer excessive charge resolution, warranty disputes, etc.Maintain a log of all current service/reliability issues and expedite the resolution process throughout the Freightliner organization. There should be feedback to the dealer network, and some method of performance accountability.Identify trends of fleets’ issues and manage prompt resolution through the Freightliner process.Provide at least a quarterly executive review of progress and issues, review priorities, obtain executive input on priorities.Focus on all actions related to improving new tractor quality - obtain quality feedback, communicate to appropriate corporate contacts, ma...