District Service Representative

Inside the Role

The district service representative interacts with dealers and customers in the district to improve overall satisfaction with the DTNA brands. Some of the customers domiciled in or sold by dealerships in the district will require a more formal relationship to strengthen a business partnership focused on reducing the customer’s TCO (Total Cost of Ownership) and maximizing the effectiveness of the DTNA products in use. This position requires the interaction with and development of the service network within the district. Focusing on improving customer experience while leveraging various departments within DTNA such as sales, engineering, parts, warranty and dealer network development, all focused on improving the total customer experience and improving the network through service excellence and improved throughput.

This is a field position that will require the candidate to be located in the Atlantic Canada district (New Brunswick, Nova Scotia, PEI, Newfoundland) in which the individual will support. This position will report to the Canadian Regional Service Manager.

Posting Information

We provide a scheduled posting end date to assist our candidates with their application planning. While this date reflects our latest plans, it is subject to change, and postings may be extended or removed earlier than expected.

We Take Care of Our Team

Position offers a starting salary range of $117,000 - $150,000 CAD

Pay Offered Dependent On Knowledge, Skills, And experience

Benefits include an annual bonus program; Pension retirement program with company contribution of 8% for wages, commissions, and bonus (combined with a 10% employee contribution limit); 4 weeks paid vacation; 13+ Calendar holidays; Parental leave top-up to 85% standard (55% extended); Healthcare plan; Life insurance plan (company paid and additional options); Short Term and Long Term disability program.

What You Drive At DTNA

Customer –

• Reduce the total cost of ownership while encouraging and initiating participation in maintenance, repair, and truck operation training programs.
• Communication of campaign/recall information and technical expertise as needed to improve overall customer satisfaction and brand loyalty.
• Support the customer by negotiating and resolving potential repair costs, outside of warranty coverage.
  
  

Dealer/Service Network –

• Assist in the sale of products by providing service information and maintenance advantages of DTNA products.
• Provide regular communication of DTNA service repair-related information such as campaign/recall information, repair strategies, and technical training information to enhance the service network's ability to quickly and accurately repair the customer's vehicle.
• Support the service network with technical support and failure analysis as needed.
• Improve the service network by maximizing efficiencies in service throughput, warranty recovery, and fostering a culture of continuous improvement within the organization.
• Regular monitoring of service network performance through data analytics to identify and implement opportunities to improve. Monitor the accuracy, cost-effectiveness, and general rate of progress of technical quality performed by service facilities personnel.
• Ensure that the service facilities meet company standards, and they can provide service consistent with customer expectations and DTNA company image. Promote and monitor the efficient and regular operations of standard warranty and service repair programs within the district.
• Identify inconsistencies or deviations from best practices and implement corrective actions. Consult with dealership management/ownership concerning service facility layout, tooling, personnel, and procedures.
• Provide guidance and support in throughput improvement while taking advantage of Elite Support, UptimePro.
  
  

DTNA –

• Analyze field product failure information and provide feedback to assist in corrective action and product improvements in the areas of product liability, truck serviceability, reliability, and general customer satisfaction.
  
  

Knowledge You Should Bring

• Bachelor's degree and 3 years of relevant experience or 8 years of relevant experience with Technical Diploma, or Certificate, in lieu of a degree.
• 5-7 years of progressive experience in technical service, dealer support, or field operations within the commercial vehicle or heavy-duty truck industry.
• Proven track record in warranty negotiation, campaign/recall management, and technical training delivery.
• Excellent communication and interpersonal skills to manage relationships with customers, dealers, and internal teams.
• Proficiency in data analytics tools (e.g., Excel, Power BI) for monitoring service network performance and identifying improvement opportunities.
• Strong analytical and problem-solving abilities to support failure analysis and product improvement feedback.
• Good written and verbal communication skills.
• Analytical thought to independently solve complex problems with minimal guidance and identify solutions.
• An attached resume.
  
  

Exceptional Candidates Might Have

• Good technical/mechanical understanding of engines and truck systems.
• Experience working with dealer networks, and fleet customers in a bilingual (English/French) environment.
• Familiarity with Canadian transportation regulations, warranty systems, and recall/campaign processes.
  
  

Where We Work

This position is open to applicants who can work in (or relocate to) the following location(s)-

Mississauga, ON CA. Relocation assistance is not available for this position.

Schedule Type:

Remote

At Daimler Truck North America, we recognize our world is changing faster than ever before. By listening to the needs of today, we’re building to solve with cutting-edge solutions in sustainability and future driving technology across electric, hydrogen and autonomous. These solutions, backed by years of innovative success and achievement, continue DTNA’s legacy as the undisputed industry leader. Our evolving brand portfolio is second to none, including Freightliner Trucks, Western Star, Demand Detroit, Thomas Built Buses, Freightliner Custom Chassis, and Financial Services. Together, we work as one team towards our envisioned future – building a cleaner, safer and more efficient tomorrow for all.

That is what we are working toward - for all who keep the world moving.

Additional Information

• This position is not open for Visa sponsorship or to existing Visa holders
• Applicants must be legally authorized to work permanently in the country the position is located in at the time of application
• Final candidate must successfully complete a criminal background check
• Final candidate may be required to successfully complete a pre-employment drug screen
• Contractors, professional services, or other contingent workers should confirm with their local agency if they are eligible to apply for FTE positions
• EEO - Disabled/Veterans
  
  

Daimler Truck North America is committed to workforce inclusion and providing an environment where equal employment opportunities are available to all applicants and employees without regard to race, color, sex (including pregnancy), religion, national origin, age, marital status, family relationship, disability, sexual orientation, gender identity and expression (including transgender and transitioning status), genetic information, or veteran status.

For an accommodation or special assistance with applying for a posted position, please contact our Human Resources department at 503-745-8982 or toll free 800-206-3369. For TTY/TDD enabled call 503-745-2137 or toll free 866-355-6935.