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Customer Success Manager

2 months ago

Fort Mill, South Carolina, United States Daimler Truck North America Full time

Role Overview

As a key member of our team, you will provide expert technical guidance to clients, assisting with the commissioning, installation, and testing of our products and equipment. Your role will involve diagnosing and resolving intricate issues during the start-up phase. You will also be responsible for researching and evaluating potential product enhancements or upgrades that align with customer requirements. Building and nurturing long-term relationships with clients will be essential to secure ongoing business opportunities.

Employee Benefits

Competitive Salary Range: $90,000 - $115,000 USD

Compensation will be determined based on your skills, experience, and knowledge.

We offer a comprehensive benefits package that includes:

  • Annual bonus program
  • 401(k) plan with company contributions and matching up to 6%, plus a non-elective contribution of 3-7% based on age
  • A minimum of 4 weeks of paid vacation
  • 13+ paid holidays
  • 8 weeks of paid parental leave
  • Employee assistance programs
  • Comprehensive healthcare options and wellness initiatives
  • Onsite fitness facilities (at select locations)
  • Tuition reimbursement and paid time off for volunteering
  • Short-term and long-term disability coverage

Key Responsibilities

  • Provide guidance and support to service partners in your designated area regarding all service, maintenance, and parts inquiries, steering the aftermarket business effectively.
  • Maintain accurate and timely records in our CRM system (Novis), including reports and logs.
  • Collaborate efficiently with service partners and sales teams to meet collective objectives.
  • Analyze customer feedback and prepare reports on damages and special incidents, overseeing the complaint resolution process.
  • Review indemnification claims for customer damages, making documented decisions on warranty and goodwill disputes.
  • Manage and oversee service partners in the execution of campaigns and monitoring recall statuses, providing monthly updates.
  • Train service personnel from both service partners and customers on all service, maintenance, and parts topics.
  • Develop and test repair solutions along with installation guidelines (service bulletins) to address customer complaints.
  • Support sales initiatives by integrating service-related requirements and insights, participating in sales events.

Qualifications

  • Bachelor's degree with 5-7 years of relevant experience
  • 8 years of experience in the automotive sector
  • 5 years of proven experience in the motor coach aftermarket
  • Prior experience in the bus/motor coach industry
  • High standards of personal and professional integrity
  • Willingness to travel regionally and internationally
  • CDL with P endorsement is a plus (can be obtained during employment)
  • Strong communication, presentation, interpersonal, problem-solving, and organizational skills; proficient in MS Office and general computer skills

Preferred Attributes

  • Ability to comprehend and articulate complex technical products in detail
  • Exceptional customer service skills

Work Environment

This position offers a hybrid work schedule, combining in-office and remote work to foster collaboration and innovation.

Company Culture

At Daimler Truck North America, we believe that our people are our greatest asset. We are committed to building a diverse workforce and fostering an inclusive environment where everyone can thrive. Together, we strive for excellence in sustainable transportation solutions and innovative technologies.