Technical Service

**Winners Work Here**

Premier Truck Group is proud of the diversity that comprises our winning team. We see the equality and inclusiveness amongst our team members as our ultimate tool in moving our organization and industry forward.

**Who is Premier Truck Group?**

**Premier Truck Group **is headquartered in Dallas, Texas, with over 40 locations throughout the US and Canada, making it the largest Freightliner dealer group in North America. We offer a premium selection of new Freightliner and Western Star commercial vehicles, a large selection of previously owned commercial trucks, and a full suite of parts, maintenance, and repair services. When you build your career here, you make a commitment to being the very best in the business. We are the pre-eminent group of Freightliner truck dealerships in the nation with serious plans for the future and we want you to be a part of it.

**Why Join Our Winning Team?**

When you join our team, you’re rewarded with the opportunity to work for an organization that provides opportunities for career growth and advancement, tailored to individual performance, experience and interests, along with a fully comprehensive benefits package including:
Employee Discounts

Medical, Dental, and Vision Insurance

Life Insurance

Employee Assistant Programs

Paid Holidays and Paid Time Off

Group RRSP with Employer Match

Training

Work-Life Balance

Here are some quick insights into this opportunity. We would love to discuss it with you in more detail

**Job Summary**:
The Technical Support Manager is primarily responsible for providing Technical Assistance to Customers and Service Departments. This Job Description defines the specific areas of responsibility, there are other situational tasks and responsibilities that may arise in the business that will be part of your normal duties.

This role will be the liaison for the Dealer and DTNA Aftermarket experience, navigating the processes, tools and people needed to support the customer and quickly resolve their needs. The Technical Support Manager will organize a working schedule to allow for Branch and Customer support visits monthly. The TSM will attend provide updates on ongoing resolutions and emerging issues relating to both external Customers and within the organization. This role requires the TSM to be very responsive to new issues and will be required to change plans in order to quickly respond to pressing issues, and yet maintain or reschedule previous commitments. The TSM will be required to maintain a high level of communication with customers and Premier Truck Group maintaining excellent Customer Service standards.

**Responsibilities**:
CX Advocates/Managers will ideally be able to deliver the following

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

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

Participate in co-creation events with OEM to improve customer experience

**Qualifications & Skills**:
Upon hire must complete CX Advocate Manager Certification within first 3 months

High School Diploma/GED or greater

Proven customer support experience or experiences 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

Strong technical and analytical skills - ability to analyze data and generate actionable insights

Ability to multi-task