Responsible for managing technical support and field failure information across Latin America & Mexico. This includes processing field failure reports, resolving technical queries, supporting field teams with day-to-day issues, and coordinating with markets on technical updates and product changes. Ensures timely communication, effective issue resolution, and supports service readiness for new product launches.
- Field Failure Information Processing
- Processing of Field Failure Information & Updating market with clear updates.
- Reporting of Field Failure Information to Quality Management for Issue Resolution.
- Identify trends and recurring issues for root cause analysis and resolution.
- Field Query Resolution
- Act as the first point of contact for field teams regarding technical issues.
- Provide prompt and effective solutions to field queries.
- Escalate unresolved or critical issues to relevant departments.
- Technical Assistance
- Addressing day-to-day technical support to field service teams.
- Conduct troubleshooting sessions and provide guidance on complex issues.
- Maintain a knowledge base of common problems and solutions.
- Field Communication & Market Coordination:
- Develop and implement strategies to enhance the quality and speed of field failure information flow to HQ.
- Train field personnel on proper reporting tools and prepare guided trouble shooting on critical issues.
- Coordinate the release of technical changes and updates to field teams.
- Liaise with market teams to ensure alignment on technical updates and product changes.
- Provide regular updates on field performance, technical issues, and resolutions.
- Support service readiness at market for new product launches or updates.
BE or any Undergraduate degree who has handled customer service/field failure in the past roles.
Exposure towards international Market 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.
