Inside the Role

The position provides expert guidance on commissioning, installation, and troubleshooting of equipment, while also managing spare parts logistics, supplier performance, and customer satisfaction. The role is pivotal in aligning field service, supply chain, and aftermarket operations to ensure seamless support and continuous improvement across North America.

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  

Technical Support 

• Provide technical advice to customers, including commissioning, installation, and testing of equipment. 

• Troubleshoot complex start-up and implementation issues; train customers on equipment features. 

• Provide technical support to mechanics for spare parts-related questions and issues. 

• Utilize product and technical expertise to assist after-sales field technicians and customers in identifying the right parts for their applications. 

• Interpret technical after-sales documentation (spare parts and repair methods) to facilitate accurate parts identification and usage. 

• Use the XSF ticket system to provide feedback to headquarters in Germany regarding undocumented parts and track the progress of requested documentation changes. 

• Create and maintain comprehensive documentation, including FAQs and troubleshooting guides, to assist customers in resolving common issues independently. 

• Collaborate with the sales team to support them with technical information during customer interactions and contribute to the development of training programs. 

• Advise parts engineering on quality improvements and warranty decisions. 

Supply Chain & Logistics 

• Lead first-level support for all spare parts topics in North America. 

• Analyze customer complaints, write incident reports, and oversee complaint resolution. 

• Manage service partners in campaign and recall execution; report on spare parts status. 

• Identify and recommend alternative parts for repairs and installations. 

• Oversee strategic supply chains and supplier relationships; conduct reviews and assessments. 

• Drive process improvements and contribute to new supply chain tool development. 

• Manage critical order fulfillment and exceptions to meet downtime commitments. 

• Optimize inventory through balancing, obsolescence decisions, and shortage monitoring. 

• Implement and manage warehouse concepts and inventory control at PDI sites. 

Customer Engagement 

• Develop ongoing relationships with customers to secure future business. 

• Collaborate with internal and external stakeholders on parts-related topics and solutions. 

• Support sales with technical insights and parts-related expertise. 

• Assist in the resolution of customer complaints and warranty claims by investigating issues and recommending appropriate solutions. 

• Work closely with the material planning team to ensure accurate stock levels and timely delivery of spare parts to customers. 

• Stay updated on industry trends, product advancements, and technical specifications to enhance expertise and provide valuable insights to customers. 

Process Improvement 

• Participate in process improvements and new supply chain tool development. 

• Develop and utilize dashboards and shortage monitoring reporting tools to minimize supply chain risk. 

• Pursue supply chain optimization initiatives and liaise with various departments on promotions, new supplier awards, supersessions, and product lifecycle decisions. 

• Conduct regular audits to maintain inventory accuracy and identify optimization opportunities. 

Leadership & Strategy 

• Oversee strategic supply chains and supplier relationships; conduct reviews and assessments. 

• Drive process improvements and contribute to new supply chain tool development. 

• Manage critical order fulfillment and exceptions to meet downtime commitments. 

• Optimize inventory through balancing, obsolescence decisions, and shortage monitoring. 

• Implement and manage warehouse concepts and inventory control at PDI sites. 

• Act as liaison between PDI and headquarters to align on objectives and initiatives. 

Knowledge You Should Bring  

• A Bachelors Degree and 2-4 years of relevant experience, or 6 years of relevant experience in lieu of degree, is required

• Requires in-depth knowledge and expertise in job field and working knowledge of related disciplines   

• Uses analytical thought to independently solve complex problems with minimal guidance and identify solutions  

• May lead team or department projects or work streams within broader projects  

• Acts as an advisor to management and key external stakeholders on job field related projects

• Acts as a resource and guide for colleagues with less experience

• Uses experience to contribute to standards in which others will operate 

• An attached resume is required

#LI-Hybrid #LI-RR1

Where We Work

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

Jacksonville, FL US. Relocation assistance for this position is available when the selected candidate meets eligibility criteria.

Schedule Type:

Hybrid (4 days per week in-office / 1 day remote). This schedule builds our #OneTeamBestTeam culture, provides an unparalleled customer experience, and creates innovative solutions through in-person collaboration.

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.