District Service Representative

Inside the Role

This is a field based service position located in Quebec Canada. The District Service Representative interacts with customers and dealer groups in the Eastern Quebec district to improve overall satisfaction with DTNA brands. Formal relationships are required with key accounts to strengthen a business partnership, focused on reducing the customers TCO (Total Cost of Ownership) and maximizing the effectiveness of the DTNA products in use. The District Service Representative is responsible for responding to and resolving technical product issues and concerns. The position requires a high level of commercial truck technical knowledge and communication skills. Resolving dealer warranty matters as well as customer service repair cost and goodwill support are key functions of this position

This position also requires interaction and development of the service network within the district, focusing on improving customer experience while leveraging various departments within DTNA such as engineering, Elite Support, parts, dealer network development, and warranty all focused on improving the total customer experience and improving the network through service excellence and improved throughput.

We Take Care of Our Team
- We Take Care of Our Team

Pay offered dependent on knowledge, skills, and experience

What You Drive at DTNA
- Improve the customer experience by reducing the total cost of ownership encouraging and initiating dealer and customer participation in maintenance, repair, and truck operation training programs.
- Assist dealers by providing service information and maintenance advantages of products.
- Consistently communicate as needed campaign/recall information while offering collaborative support with selling dealer to reduce time to complete.
- Improve the service network within the district by maximizing efficiencies in service throughput, warranty recovery and fostering a culture of continuous improvement within the organization.
- Monitor flow through the service department, provide analysis of available throughput data and identify opportunities to improve.
- Develop a plan for every dealer that targets service department improvements.
- Provide the service network with technical support as required while identifying and correcting training/tooling deficiencies according to DTNA requirements.
- Monitor the accuracy, cost-effectiveness, and general rate of progress of technical quality performed by dealership service personnel.
- Ensure that dealership service facilities meet company standards and they provide technical service consistent with customer expectations and consistent with DTNA company image.
- Promote and monitor the efficient and consistent operations of standard warranty and service repair programs within the district.
- Identifying inconsistencies or deviations from best practices and implementing corrective actions.
- Consult with dealership management/ownership concerning service facility layout, tooling, personnel, and procedures.
- Provide guidance to dealers to improve shop throughput while promoting key programs and initiatives such as: Elite Support, UptimePro, Express Write-Up and Service Tracker.
- Analyze field product failure information and provide feedback to assist in corrective action and product improvements in the areas of product liability, truck serviceability, reliability, and general customer satisfaction.
- Assist in resolving product liability cases as requested by the Product Liability group Investigate and report accident information as requested by the Product Liability group.
- Responsible for decision making and administering of customer policy expenditures within the district.
- Provides consistent, equitable decisions regarding expenditures, ensuring that decisions comply with company policies and result in customer and dealer understanding

Knowledge You Should Bring
- BS/BA with 3 years of relevant experience or Technical Diploma/Certificate with 5 years of relevant experience or 8 years of relevant experience in lieu of degree
- Excellent oral and written language skills in both French and English
- Complete knowledge and use of Microsoft Office programs
- 5 years of direct industry related experience preferred
- Complete technical understanding of truck chassis and powertrain systems

Where We Work

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

How We Collaborate

To continue building a great place to work for all, we are committed to a culture that creates flexibility and encourages a supportive working environment that achieves the needs of our business and employees.

Schedule Type:

- Remote (Field)

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