Lead CS Exports - Customer Service Parts and Technical Service (Bus &Trucks)

This is a sub-lead position within the Technical Service & Parts Sales function, responsible for overseeing field failure reporting, technical query resolution, and market coordination across Indonesia, South East Asia, and Australia Pacific. The role involves supporting regional field teams with timely and effective technical assistance, identifying recurring issues for resolution, and ensuring accurate communication of technical updates and product changes. Additionally, the position will lead and guide team members managing various regions, ensuring consistent service standards and readiness for new product launches.

 

Field Failure Information Management

Oversee the end-to-end processing of field failure reports, ensuring timely updates to market teams.

Ensure accurate reporting of issues to Quality Management and drive root cause analysis.

Monitor data trends to identify recurring issues and support cross-functional resolution efforts.

Guide team members in consistent and high-quality failure information handling.

Field Query Resolution

Act as the escalation point for unresolved or critical technical issues raised by regional field teams.

Supervise the team in providing timely and effective solutions to field queries.

Ensure structured coordination with internal departments for issue closure.

Technical Assistance & Support

Provide expert guidance on complex technical concerns and troubleshooting scenarios.

Ensure team members deliver consistent and knowledgeable support to field service personnel.

Maintain and oversee a shared repository of common issues and resolutions for team reference.

Field Communication & Market Coordination

Lead communication efforts between HQ and regional markets to ensure clarity on technical changes and service actions.

Oversee the training of field staff on reporting tools and critical issue troubleshooting.

Coordinate the rollout of technical updates across markets and ensure readiness for new product launches.

Provide consolidated regional reports and insights to management on field performance and emerging issues.

Manage and mentor regional team members to maintain service quality, alignment, and operational consistency across markets.

BE or any Undergraduate degree who has handled Technical & Customer Service at the past.

MBA in International Business or exposure towards handling International Technical Service is an added advantage

At Daimler Truck, we promote diversity and foster an inclusive corporate culture. We value the individual strengths of our employees, as these lead to the best team performance and thus to the success of our company. Inclusion and Equal opportunities are important to us – regardless of where you come from and who you are. We look forward to receiving applications from people of all cultures and genders, parents, people with disabilities and people from the LGBTIQ+ community.