CX Manager

CUSTOMER:

1. Project a positive, helpful, and professional attitude to our customer.
2. Provide breakdown assistance when requested- collaborate with other dealers on behalf of your customers to quickly move their trucks through repair and ensure communication of status is in place via Service Tracker, Uptime Pro etc. Assist dealers in locating and procuring parts during service event.
3. Provide clear, consistent communication, leveraging communication tools such as Service Tracker.
4. Demonstrate understanding of displayed faults utilizing Detroit Connect, Cummins Connect and other DTNA resources to support customers.
5. Provide timely communication to customers and supporting dealers
6. Answer incoming customer phone calls promptly and politely.
7. Follow up with customer is critical.

OTHER DUTIES:

1. Project a positive, helpful, and professional attitude to management and coworkers.

2. Remain current on service bulletins and recalls.

3. Research service history information for Service Manager, Shop Foreman, or other service personnel or customers as needed.

4. Understand and maximize value of DTNA’s portfolio of digital solutions available to navigate and solve customer needs. Coach and educate your customers on the digital tools and features available to them.

5. Utilize Detroit Connect products/ tools to provide an enhanced service experience:

6. Support new service activation and renewals

7. Provide base level troubleshooting utilizing provided resources

8. Utilize Detroit Connect Remote Update products to perform Firmware Over the Air Updates (FOTA), and Parameter Updates (POTA) on behalf of your customer.

9. Utilize Detroit Connect Remote Diagnostics to proactively provide service insights

10. Setup and manage customer Detroit Connect/Cummins Connect account as Fleet Advocate

11. Be able to support the sales process by providing knowledgeable value of the technology and tools associated with the truck and dealership. Coordinate with Sales department to ensure proper training and knowledge of product.

12. Vocational and Body Builder Support- body interfacing with chassis, parameters- engine, body and CHEC- if applicable. Utilize CHEC to assist in troubleshooting when directed by manager

13. Investigate vehicle related complaints, if solution can be found or implemented forward those recommendations to CX Department manager for direction

14. Forward requests for service and repair to appropriate service locations within the DTNA network. Follow up with those facilities to ensure repairs are completed in a timely manner.

15. Must complete CX Advocate Manager Certification with the first three months.

16. Perform any other tasks or duties as requested.

17. Be able to share your collective knowledge with team to further team member knowledge base to enhance team collaboration.

18. Visit with fleets and customers if needed to assist in problem solving when needed.

19. Process appointment and information requests. Knowledge of CDK and Procede is must to set appointments at TCC locations when requested.

20. Must have excellent reading skills and legible handwriting.

21. Strong customer service skills.

22. Must have excellent communication and presentation skills.

23. Firm understanding of Class 6-8 Fault codes

24. Must be capable of lifting to 50 lbs.

25. Must have Strong Computer Skills

26. Strong understanding of dealerships business unit operations.

27. Strong understanding of customer base business models.

28. Strong technical and analytical skills- ability to analyze data and generate actionable insights.