Customer Support Manager at Daimler Truck

📍 Job Overview

Job Title: Customer Support Manager
Company: Daimler Trucks North America
Location: Portland, OR, United States
Job Type: Hybrid (4 days per week in-office / 1 day remote)
Category: Customer Support, Management
Date Posted: 2025-08-08
Experience Level: 5-10 years
Remote Status: On-site/Hybrid

🚀 Role Summary

Customer Experience Champion: Lead the customer support center, ensuring exceptional customer experience for Detroit Connect products and services.
Cross-Functional Collaborator: Work closely with internal and external stakeholders, including Product Management, Operations, and Engineering, to resolve customer issues and improve processes.
Vendor Manager: Oversee the partnership between Fleet Services Group and the external customer support service provider, ensuring optimal performance and service level agreements.
Continuous Improvement Driver: Identify and implement opportunities to enhance customer support processes and performance.

📝 Enhancement Note: This role requires a balance of strong customer focus, cross-functional collaboration, and operational management skills. The ideal candidate will have a proven track record in customer support, vendor management, and process improvement.

💻 Primary Responsibilities

Customer Support Management:
- Manage all first-level support activities, including customer inquiries and issues.
- Monitor and maintain customer support key performance indicators (KPIs) and customer satisfaction scores.
- Develop and implement customer-first initiatives to improve the customer experience.
Issue Resolution:
- Serve as the primary customer advocate throughout the issue lifecycle.
- Collaborate with internal and external stakeholders to root cause and resolve customer issues.
- Communicate directly with customers in a timely and professional manner.
Vendor Management:
- Manage the relationship with the external customer support service provider.
- Conduct regular business reviews to discuss progress, performance, and service level agreements.
- Develop and maintain operational business requirements, KPIs, metrics, and communications for the associated business relationship and agreements.
Cross-Functional Collaboration:
- Serve as the key customer support contact for internal and external business partners.
- Maintain regular contact with department leadership, identify opportunities, barriers, and problems, and recommend solutions.
- Develop and maintain a detailed understanding of Detroit Connect products, business processes, and applications.
Continuous Improvement:
- Actively identify, document, and implement continuous improvement opportunities within the customer support function.
- Stay up-to-date with industry best practices and emerging trends in customer support and service.

🎓 Skills & Qualifications

Education: Bachelor's degree in Business, Communications, or a related field.

Experience:

Proven experience (5-7 years) in customer support, customer service, or a related role.
Demonstrated success in managing and improving customer support processes.
Experience in vendor management and budget control.
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).

Required Skills:

Excellent communication and interpersonal skills.
Strong problem-solving abilities and analytical thinking.
Proven experience in process improvement and streamlining operational processes.
Knowledge of vendor performance metrics and learning management software.
Ability to prepare and present PowerPoint materials to broad audiences.

Preferred Skills:

Knowledge of Daimler dealers, distributors, and manufacturing processes.
Familiarity with DTNA systems, policies, and procedures.
Experience with Detroit Connect products and services.

📊 Web Portfolio & Project Requirements (Not Applicable)

N/A

💵 Compensation & Benefits

Salary Range: $86,000 - $110,000 USD per year, dependent on knowledge, skills, and experience.

Benefits:

Annual bonus program.
401k company contribution with company match (up to 6%) and non-elective company contribution (3-7% depending on age).
Starting at 4 weeks paid vacation, plus 13+ calendar holidays.
8 weeks 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.

Working Hours: 40 hours per week, with a hybrid work arrangement (4 days in-office, 1 day remote).

🎯 Team & Company Context

Company Culture:

Industry: Daimler Trucks North America is a leading provider of commercial vehicles, with a strong focus on innovation, sustainability, and future driving technology.
Company Size: Medium to large-sized organization with a global presence.
Founded: 1902 (as Daimler-Benz), with a rich history in the automotive industry.

Team Structure:

The Fleet Services Group team delivers value to customers through connected vehicle products and services and extended warranty products.
The Customer Support Manager will lead the customer support center and collaborate with various internal and external stakeholders.

Development Methodology:

Agile methodologies, with a focus on continuous improvement and customer satisfaction.
Regular business reviews and performance metrics to track progress and ensure service level agreements are met.

Company Website: Daimler Trucks North America

📝 Enhancement Note: Daimler Trucks North America places a strong emphasis on customer experience, innovation, and sustainability. The ideal candidate will align with these values and be passionate about driving excellence in customer support.

📈 Career & Growth Analysis

Customer Support Manager Career Level: This role is a mid-level management position, responsible for leading the customer support center and driving exceptional customer experiences. The ideal candidate will have proven experience in customer support, process improvement, and vendor management.

Reporting Structure: The Customer Support Manager will report directly to the Director of Fleet Services Group and collaborate with various internal and external stakeholders, including Product Management, Operations, Engineering, and the external customer support service provider.

Technical Impact: The Customer Support Manager will have a significant impact on customer satisfaction, loyalty, and net promoter scores (NPS). They will also play a crucial role in identifying and implementing process improvements that enhance the overall customer experience and drive operational efficiency.

Growth Opportunities:

Career Progression: With strong performance, the Customer Support Manager may have the opportunity to advance to a senior-level role within the Fleet Services Group or explore other leadership roles within Daimler Trucks North America.
Technical Skill Development: The role offers the opportunity to develop expertise in customer support, vendor management, and process improvement, as well as gain exposure to various aspects of the business, including product management, operations, and engineering.
Leadership Development: The Customer Support Manager will have the opportunity to develop and refine their leadership skills, working with both internal and external teams to drive results and improve customer experiences.

📝 Enhancement Note: Daimler Trucks North America offers a range of growth opportunities for talented and motivated professionals looking to advance their careers in customer support, management, and leadership.

🌐 Work Environment

Office Type: Hybrid work arrangement, with 4 days per week in the office and 1 day remote.

Office Location(s): Portland, OR, United States.

Workspace Context:

The Portland office is a modern, collaborative workspace designed to foster innovation and teamwork.
The Customer Support Manager will have access to the necessary tools and resources to perform their job effectively, including a dedicated workspace, multiple monitors, and testing devices.
The role encourages cross-functional collaboration and knowledge sharing, with regular team meetings and one-on-one check-ins.

Work Schedule: The hybrid work arrangement allows for flexibility in managing personal and professional responsibilities while maintaining a strong connection to the on-site team and customers.

📝 Enhancement Note: Daimler Trucks North America's hybrid work arrangement promotes work-life balance and enables employees to maintain a healthy lifestyle while delivering exceptional customer experiences.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to assess communication skills, customer focus, and cultural fit.
On-site Interview: A comprehensive on-site interview, including behavioral questions, problem-solving exercises, and presentations. This may include meetings with various stakeholders, such as Product Management, Operations, and Engineering.
Final Interview: A final interview with the hiring manager and/or other senior leaders to discuss the candidate's fit for the role and the company.

Portfolio Review Tips (Not Applicable):

Technical Challenge Preparation (Not Applicable):

ATS Keywords:

Customer Support
Customer Experience
Vendor Management
Budget Control
Operational Processes
Problem Solving
Process Improvement
Stakeholder Management
Customer Satisfaction
Net Promoter Score (NPS)
Service Level Agreement (SLA)
Agile Methodologies
Continuous Improvement
Microsoft Office Suite (Word, Excel, PowerPoint)

📝 Enhancement Note: Familiarize yourself with Daimler Trucks North America's company culture, values, and mission. Prepare thoughtful questions and insights to demonstrate your understanding of the business and your commitment to driving exceptional customer experiences.

🛠 Technology Stack & Web Infrastructure (Not Applicable)

N/A

👥 Team Culture & Values

Customer Support Values:

Customer First: Put the customer at the heart of every decision and action.
Continuous Improvement: Always look for ways to improve the customer experience and drive operational efficiency.
Collaboration: Work closely with internal and external stakeholders to achieve common goals and drive exceptional customer experiences.
Accountability: Take ownership of your responsibilities and deliver on commitments to customers and stakeholders.

Collaboration Style:

Cross-Functional Integration: Work closely with various internal and external teams, including Product Management, Operations, Engineering, and the external customer support service provider.
Code Review Culture: Regularly review and provide feedback on customer support processes, workflows, and performance metrics.
Knowledge Sharing: Actively share best practices, lessons learned, and industry trends with the team and other stakeholders.

📝 Enhancement Note: Daimler Trucks North America's customer support team values a customer-centric, collaborative, and continuously improving culture. The ideal candidate will embrace these values and contribute to a positive and productive work environment.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Customer Experience: Develop and implement strategies to improve customer satisfaction, loyalty, and net promoter scores (NPS).
Process Improvement: Identify and address inefficiencies in customer support processes to enhance the customer experience and drive operational efficiency.
Vendor Management: Optimize the partnership with the external customer support service provider to ensure service level agreements are met and customer expectations are exceeded.
Stakeholder Management: Build and maintain strong relationships with internal and external stakeholders, including Product Management, Operations, Engineering, and the external customer support service provider.

Learning & Development Opportunities:

Customer Support: Deepen your understanding of customer support best practices, trends, and emerging technologies.
Vendor Management: Enhance your knowledge of vendor performance metrics, learning management software, and strategic sourcing.
Leadership Development: Develop and refine your leadership skills, working with both internal and external teams to drive results and improve customer experiences.
Industry Knowledge: Stay up-to-date with industry trends, market dynamics, and competitive landscapes in the commercial vehicle and customer support sectors.

📝 Enhancement Note: Daimler Trucks North America offers a range of challenges and growth opportunities for talented and motivated customer support professionals looking to develop their skills, advance their careers, and make a significant impact on the business.

💡 Interview Preparation

Technical Questions:

Customer Experience: Describe your approach to improving customer satisfaction, loyalty, and net promoter scores (NPS). Provide specific examples from your previous roles.
Process Improvement: Walk us through a time when you identified and addressed inefficiencies in customer support processes. What was the outcome, and what did you learn from the experience?
Vendor Management: How have you optimized vendor performance and ensured service level agreements were met in your previous roles? What strategies have you used to build and maintain strong vendor relationships?
Stakeholder Management: Describe your experience working with various internal and external stakeholders. How have you built and maintained strong relationships, and how have you managed conflicting priorities and expectations?

Company & Culture Questions:

Customer Support Culture: How do you align with Daimler Trucks North America's customer support values and culture? Provide specific examples from your previous roles.
Agile Methodologies: How have you applied Agile methodologies in your previous roles? What have been the outcomes, and what have you learned from the experience?
Continuous Improvement: Describe your approach to continuous improvement. How have you driven operational efficiency and enhanced the customer experience in your previous roles?

Portfolio Presentation Strategy (Not Applicable):

📝 Enhancement Note: Prepare for the interview by researching Daimler Trucks North America's company culture, values, and mission. Develop thoughtful questions and insights to demonstrate your understanding of the business and your commitment to driving exceptional customer experiences.

📌 Application Steps

To apply for this Customer Support Manager position at Daimler Trucks North America:

Submit your application through the application link provided.
Prepare a tailored resume highlighting your customer support, process improvement, and vendor management experience.
Research Daimler Trucks North America's company culture, values, and mission to ensure a strong fit with the organization.
Prepare thoughtful questions and insights to demonstrate your understanding of the business and your commitment to driving exceptional customer experiences.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with Daimler Trucks North America before making application decisions.

Customer Support Manager