Customer Experience & Service Specialist II

Inside the Role

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

What You Drive at DTNA

• Own and manage the complete customer service journey, ensuring exceptional customer satisfaction and professional service delivery.
• Serve as the primary point of contact for customers regarding service appointments, repairs, recalls, breakdowns, warranty concerns, and vehicle readiness updates.
• Coordinate workshop schedules, technician workloads, parts availability, and contractor support to maximize productivity and minimize downtime.
• Create, maintain, and manage repair orders, ensuring all customer concerns, repair requirements, and service documentation are accurately captured and communicated.
• Conduct vehicle intake and acceptance processes, including condition assessments and damage documentation.
• Provide proactive communication to customers regarding repair progress, estimated completion dates, delays, and final vehicle handover.
• Prepare repair estimates, explain recommended services, and secure customer approvals for additional work.
• Manage warranty claims, defect authorizations, and repair approvals while ensuring compliance with manufacturer and company requirements.
• Monitor work-in-progress activities, identify service bottlenecks, and escalate issues to ensure commitments are met.
• Support departmental revenue generation and profitability through accurate invoicing, cost control, and efficient service planning.
• Collaborate cross-functionally with Operations, Parts, Finance, and Service teams to ensure successful execution of customer commitments.
• Maintain compliance with all company policies, safety standards, quality requirements, and regulatory guidelines.
• Contribute to continuous improvement initiatives designed to enhance customer satisfaction, service performance, and operational effectiveness.

Knowledge You Should Bring

• A Bachelors degree and 2 years of relevant experience, or 6 years of experience, is required.
• Previous experience in a dealership, service center, fleet maintenance, automotive, commercial vehicle, or workshop environment preferred.
• Demonstrated experience managing customer service interactions, service scheduling, repair coordination, and administrative processes.
• Experience working with service management systems, warranty administration, or repair order management is highly desirable.
• Exceptional customer service and relationship management skills.
• Strong verbal and written communication abilities with the confidence to interact with customers, vendors, and internal stakeholders.
• Proven ability to coordinate multiple priorities in a fast-paced operational environment.
• Strong organizational, planning, and time-management skills.
• Proficiency with SAP, Dealer Management Systems (DMS), and Microsoft Office applications.
• Detail-oriented with a high level of accuracy in documentation and administrative processes.
• Problem-solving mindset with the ability to make sound decisions and drive issues to resolution.
• Ability to work independently while collaborating effectively across multiple departments.
• An attached resume is required.

#LI-RR1 #LI-Onsite

Where We Work

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

Schedule Type:

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.