Product Support Manager

Service ManagerInside the RoleThe 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.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 DCNAAdvice and support service partners in an assigned area for all service, maintenance and parts topics – steer the aftermarket business in the areaMaintain 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 targetsAnalyze customer complaints and write damage and special incident reports. Control and monitor the processing of the complaintsExamine 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 statusInstruct the service personnel from service partners and customers in all service, maintenance and parts topicsDevelop and test repair solutions as well as installation instructions (service bulletins) for the elimination of customer complaintsSupport sales talks by bringing in service-relevant requirements and experience. Participation in sales events.Knowledge You Should BringBachelors degree in related field, or 8 years of relevant experience in automotive industry is required5 years of proven experience in bus aftermarket is requiredPrior Bus / Motorcoach industry experience is required.Proficient in MS Office, typical computer systems / skillsUnderstanding and ability to explain complex technical product in detailOutstanding customer service experienceExcellent communication, presentation, interpersonal, problem-solving, and organizational skillsHigh level of personal and professional integrity, honesty and accountabilityAbility to travel regionally and internationallyAn attached resume is required.Exceptional Candidates Might HaveCDL with P endorsement a plus (can be obtained during employment with DCNA)Where We WorkThis 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: RemoteAt 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 InformationThis position is not open for Visa sponsorship or to existing Visa holdersApplicants must be legally authorized to work permanently in the country the position is located in at the time of applicationFinal candidate must successfully complete a criminal background checkFinal candidate may be required to successfully complete a pre-employment drug screenContractors, professional services, or other contingent workers should confirm with their local agency if they are eligible to apply for FTE positionsEEO - Disabled/VeteransDaimler 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 View phone number on click.appcast.io or toll free View phone number on click.appcast.io. For TTY/TDD enabled call View phone number on click.appcast.io or toll free View phone number on click.appcast.io.