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 the 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 Western Canada district (Vancouver mainland) 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.
This is a field-focused role, requiring regular travel throughout the Western Canada territory. You must be located in the Western Canada district (Vancouver mainland) to serve that territory. Work is typically in the field, with some administrative work completed from your home-based office.
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 coverages.
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.
- 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
- 8 years of automotive service industry experience with Technical Diploma, or Certificate, in lieu of a degree OR Bachelor's degree and 2 years of related experience in the automotive service industry
- At least 1 year of experience as a group leader, project lead, or mentor
- Good technical/mechanical understanding of engines and truck systems preferred
- Good written and verbal communication skills preferred
- Requires in-depth knowledge and expertise in job field and working knowledge of related disciplines
- Uses analytical thought to independently solve complex problems with minimal guidance and identify solutions
- May lead team or department projects or work streams within broader projects
- Acts as an advisor to management and key external stakeholders on job field related projects
- Acts as a resource and guide for colleagues with less experience
- Uses experience to contribute to standards in which others will operate
- An attached resume is required
Exceptional Candidates Might Have
- Experience leveraging AI tools and technologies to improve productivity, efficiency, or business outcomes
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Where We Work
This position is open to applicants who can work in (or relocate to) the following location(s)-
Mississauga, ON CA, Vancouver, BC CA. Relocation assistance is not available for this position.
Schedule Type:
Remote
