Fleet Advisor

Fleet Advisor

Classification

Exempt

Job Summary
This individual will ideally provide Breakdown assistance and collaborate with other dealers on behalf of their customers to quickly move their trucks through repair and ensure communication of status is in place via Service Tracker, etc.

Essential Functions

• Single point liaison for the Dealer and DTNA Aftermarket experience, navigating the processes, tools and people needed to support the customer and quickly resolve their needs
• 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
• Provide clear, consistent communication, leveraging communication tools such as Service Tracker
• Utilize Detroit Connect products/tools to provide an enhanced service experience
• Setup & manage customer Detroit Connect account as a Fleet Advocate
• Utilize Detroit Connect Remote Diagnostics to proactively provide service insights
• Utilize Detroit Connect Remote Update products to perform Firmware Over the Air Updates (FOTA), and Parameter Updates (POTA) on behalf of your customer
• Leverage safety and fuel analytics data to drive fleet management insights
• Provide base level troubleshooting
• Support new service activation and renewals
• Guide customer through truck walk around & provide familiarization of truck features and options
• Navigate in cab HMI
• Perform Regen
• Utilize Smart Source App
• Be able to support the sales process by providing knowledge on the value of the technology and tools associated with the truck and dealership
• Identify & procure necessary parts within the network
• Vocational & Body Builder Support – body interfacing with chassis, parameters – engine, body and smartplex (Chec tool) - if applicable
• CPWA Management - if applicable
• Participate in co-creation events with OEM to improve customer experience

Qualifications

• Upon hire must complete CX Advocate Manager Certification within first 3 months
• High School Diploma/GED
• Proven customer support experience or experience as a client service representative
• Strong understanding of dealerships business unit operations
• Strong understanding of customer base business models
• Strong technical knowledge of the vehicle – prior technician experience
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Bilingual in Spanish is preferred
• Strong technical and analytical skills - ability to analyze data and generate actionable insights
• Ability to multi-task, prioritize, and manage time effectively
• Works well with others with minimum supervision
• Team oriented

Typical Physical Activity

Prolonged periods of sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times.

Travel Requirements

Ability to travel 30-50% of the time or as needed

The Fleet Advisor must perform the essential duties and responsibilities with or without reasonable accommodation efficiently and accurately, and without causing significant safety threat to self or others. The statements made herein are intended to describe the general nature and level of work being performed by employees assigned to this job classification. They are not intended to be construed as an exhaustive and inclusive list of all responsibilities, duties, and/or skills required of personnel so classified.

Doggett is an Equal Employment Opportunity Employer