At least 8 years of sales experience, product support, or technical product knowledge.
At least 1 year of experience as a technical support lead, such as a Lead Technician.
Responsibilities
Review estimates and repairs for correct warranty processing.
Seek policy assistance when merited.
Track failure patterns and pursue resolutions.
Partner with location service teams to guide and expedite truck repairs.
Coordinate expedited parts orders, technical support, and field support as needed.
Monitor trucks that are down for activity.
Track and expedite campaigns.
Meet with customers to explain repairs.
Train customers on proper maintenance, inspection, new technologies, and continuing education.
Support customer maintenance programs.
Review invoices for accuracy.
Provide on-site technician and driver training to customers.
Follow up virtually with technicians and on connectivity.
Review pre-delivery inspection/new truck preparation work in process and follow up.
Set up and support accounts.
Interface with quality and factory teams.
Handle direct warranty matters, including parts and CPW.
At TransChicago Truck Group, we keep the trucks and people that power our economy rolling. We’re a full-service commercial truck dealership representing Freightliner and Western Star by providing sales, service, and parts for a wide variety of business throughout the Chicagoland area. We’re a family-owned, fast-growing dealership group that values curiosity, teamwork, and growth. If you’re the kind of person who likes to learn by doing and see the impact of your work every day, you’ve found the right spot.
TransChicago is looking for a Customer Experience (CX) Fleet Advocate who will be responsible for facilitating timely communication and repair progress updates to customers. Partnering with our customer base, this role will provide continuous feedback and access to repairs by communicating with the repair facilities enabling effective fleet management operations by our customers.
Essential Functions & Responsibilities:
Review estimates and repairs for correct warranty processing.
Seek policy assistance when merited.
Track failure patterns and pursue resolutions.
Partner with location Service teams to guide and expedite truck repairs.
Coordinate expediated parts orders, technical and field support, as needed.
Monitor trucks down for activity.
Track and expedite campaigns.
Meet with customers to explain repairs.
Train customers on proper maintenance, inspection, new technologies and continuing education.
Support customer maintenance programs.
Review invoices for accuracy.
Provide customer technician and driver training on site.
Virtual technician and connectivity follow up.
Review PDI/NTP work in process and follow up.
Account set up and support
Quality/factory interface
Direct warranty: parts, CPW, etc.
Education and/or required experience:
8+ years of sales experience, product support, or technical product knowledge.
1+ years of experience as a technical support lead, such as Lead Technician.
Compensation & Benefits:
Compensation: $60,000-$75,000 base salary. Compensation will be determined based on experience, competencies, certifications, and education.
Benefits:
Medical Insurance
Vision Insurance
Dental Insurance
Life and AD&D Insurance
Disability Insurance
Flexible Spending Account (FSA)
401(k) with company match
Paid Time Off (PTO)
Paid Sick Time
Paid Holidays
Additional voluntary benefits: We also offer a variety of other benefits including an Employee Assistance Program (EAP), Accident Coverage, Critical Illness, Cancer Insurance, Pet Insurance, and Identity Theft Insurance
TransChicago Truck Group is committed to a diverse and inclusive workplace. TransChicago is an equal opportunity employer and does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.