Technical Support Specialist I

About the Role

This position is in the Customer Assistance Center on the Customer team, the only team in the company that primarily assists Drivers rather than Dealers. The role provides customer support for Freightliner and Western Star trucks, handling customer complaints, dealer referrals, warranty verification, and fleet program information. Most of your time will be spent answering calls and working through electronic submissions from authorized service locations, end-users, and internal and external customers.

Responsibilities

• Answer calls, emails, and electronic tickets from dealers and customers throughout the United States and Canada in a professional, courteous, and timely manner.
• Assist in resolving problems related to the continued operation of Freightliner and Western Star trucks and Detroit Powertrain.
• Provide dealer Technical support and Service Technical case triage when needed.
• Assist in data clean-up for Customer Account Numbers across DTNA.
• Provide dealer referral information, warranty verification, and fleet program information using company documentation, literature, and databases.
• Field customer complaints and provide advanced dealer-to-customer and dealer-to-dealer mediation.
• Maintain call note log files with all pertinent repair information and documentation in Call Center software (Salesforce).
• Support CAC team members, including on-the-job training and call support.
• Participate in cross-functional projects and meetings.
• Ensure all DTNA Safety and Compliance guidelines are followed, including escalating compliance-related issues to the Compliance and/or Legal department.

Requirements

• BS/BA degree with 0-2 years of relevant experience OR 4 years of relevant experience in lieu of a degree.
• Comfortable talking to people most of the day while maintaining professionalism as a representative of DTNA.
• Strong problem-solving skills to work with customers/dealers and produce win-win outcomes, including conflict resolution.
• Ability to work with various computer applications simultaneously.
• Demonstrated interpersonal/verbal communication skills, time management, problem-solving, and priority-setting skills.
• Willingness to work some holidays and provide after-hours support as needed.
• Call center hours are 5 AM to 4 PM PST, Monday through Friday.

Preferred Qualifications

• Previous experience using Salesforce.
• Working knowledge of warranty systems.
• Broad working knowledge of Freightliner and Western Star product lines, the heavy-duty truck industry, and the customer/dealer environment.
• Existing relationships with field employees (DSMs).
• Familiarity with DTNA systems like Excelerator, IMACs, OWL, and the DTNA portal.

Benefits

• 401k company contribution with a company match up to 8%, plus a non-elective company contribution of 3-7% depending on age.
• Starting at 4 weeks of paid vacation.
• 13+ calendar holidays.
• 8 weeks of 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.

Pay

Starting salary range of $58,000 - $75,000 USD, dependent on knowledge, skills, and experience.

Schedule

• Hybrid schedule: 4 days per week in-office (Portland, OR) and 1 day remote.
• Call center hours: 5 AM to 4 PM PST, Monday through Friday.

Location

This position is open to applicants who can work in (or relocate to) Portland, OR. Relocation assistance is not available for this position.

This position is not open for Visa sponsorship or to existing Visa holders. Applicants must be legally authorized to work permanently in the U.S. at the time of application. Final candidates must successfully complete a criminal background check and may be required to complete a pre-employment drug screen.