Product Support Manager

Tasks

Inside the Role

The primary objective of this role is to enhance customer satisfaction and product reliability by managing and resolving service-related issues within the motorcoach aftermarket sector. This includes analyzing customer complaints, developing technical repair solutions, supporting service partners, and ensuring effective execution of recalls and service campaigns. The role also involves training service personnel, maintaining accurate service records, and collaborating with sales teams to drive business growth and service excellence across the assigned territory.

Location: Preferred in Secaucus, NJ, but open to candidates across NY, NJ, DE, PA, MD, VA, WV.

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 $95,000.00 - $121,000.00 USD 

Pay offered dependent on knowledge, skills, and experience​ 

Benefits include annual bonus program; 401k company contribution with company match up to 6% as well as non-elective company contribution of 3 - 7% depending on age; starting at 4 weeks paid vacation; 13+ calendar holidays; 8 weeks paid parental leave; employee assistance program; comprehensive healthcare plans and wellness programs; onsite fitness (at some locations); tuition assistance and volunteer paid time off; short-term and long-term disability plans. 

What You Drive at DCNA 

• Advice and support service partners in an assigned area for all service, maintenance and parts topics – steer the aftermarket business in the area
• Maintain active, timely and accurate CRM records (Novis), reports and applicable logs.
• Work in effective, efficient partnership with service partners and sales colleagues to achieve overall team targets
• Analyze customer complaints and write damage and special incident reports. Control and monitor the processing of the complaints
• Examine indemnification claims for damages from customers. Make and document cost decisions in disputed warranty and goodwill cases.
• Support, manage and control the service partners in the degeneration of campaigns and recalls. Create monthly reporting of the campaign and recall status
• Instruct the service personnel from service partners and customers in all service, maintenance and parts topics
• Develop and test repair solutions as well as installation instructions (service bulletins) for the elimination of customer complaints
• Support sales talks by bringing in service-relevant requirements and experience. Participation in sales events.

Knowledge You Should Bring 

• Bachelors degree in related field, or 8 years of relevant experience in automotive industry is required
• 5 years of proven experience in bus aftermarket is required
• Prior Bus / Motorcoach industry experience is required.
• Proficient in MS Office, typical computer systems / skills
• Understanding and ability to explain complex technical product in detail
• Outstanding customer service experience
• Excellent communication, presentation, interpersonal, problem-solving, and organizational skills
• High level of personal and professional integrity, honesty and accountability
• Ability to travel regionally and internationally
• An attached resume is required.

Exceptional Candidates Might Have 

• CDL with P endorsement a plus (can be obtained during employment with DCNA)

#LI-Remote #LI-RR1

Where We Work

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

Fort Mill, SC US. Relocation assistance for this position is available when the selected candidate meets eligibility criteria.

Schedule Type:

Remote

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

• This position is not open for Visa sponsorship or to existing Visa holders
• 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.

Qualifications

Please see above for qualification details

Place of work