Customer experience manager h1.location_city

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.

Position Summary:

• We’re looking for a Customer Experience Fleet Advocate who will partner with our customers as they utilize the Daimer and Isuzu service network, ensuring they have visibility and support through the service process. This person will act as a resource and advocate for customers by guiding the repair process, identifying additional opportunities or training to support customer needs, and working with internal teams to reduce downtime and drive positive customer outcomes.

Essential Functions & Responsibilities:

• Onboard customers and build long-lasting relationships to understand the best ways TransChicago can support their fleet maintenance and repair needs.
• Partner with internal and external service teams to guide and expedite truck repairs.
• Meet with customers to explain repairs and provide timely updates on status.
• Review invoices, estimates, and repairs for accurate billing and warranty processing.
• Seek policy assistance when merited.
• Track failure patterns and work with internal teams to pursue resolutions.
• Coordinate expediated parts orders, along with technical and field support, as needed.
• Monitor trucks down for activity.
• Track and expedite campaigns.
• Provide customers, including customer technicians and drivers, with training on topics including proper maintenance, inspection, new technologies, and continuing education.
• Virtual technician and connectivity follow up.
• Review in process PDI/NTP work and follow up through completion.
• Quality/factory interface.

Direct warranty:

• parts, CPW, etc.

Education and/or required experience:

• 8+ years of direct technical truck or technical truck support experience. 1+ years of experience as a lead technician preferred.

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.
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