Vehicle Technical Service Manager Lead

Company Information

PACCAR is a Fortune 500 company established in 1905. PACCAR Inc is recognized as a global leader in the commercial vehicle, financial, and customer service fields with internationally recognized brands such as Kenworth, Peterbilt, and DAF Trucks. PACCAR is a global technology leader in the design, manufacture and customer support of high-quality light-, medium- and heavy-duty trucks under the Kenworth, Peterbilt and DAF nameplates. PACCAR also designs and manufactures advanced power trains, provides financial services and information technology, and distributes truck parts related to its principal business.

 

Whether you want to design the transportation technology of tomorrow, support the staff functions of a dynamic, international leader, or build our excellent products and services — you can develop the career you desire with PACCAR. Get started!

 

Division Information

Peterbilt Motors Company

On highways, construction sites, city streets, logging roads - everywhere our customers earn their living - Peterbilt's red oval is a familiar symbol of performance, reliability and pride.  Peterbilt has reigned as America's premium quality truck manufacturer since the company's founding in 1939. Our dedication to deliver products and services focused on improving customers' performance, image, profitability and peace of mind truly makes Peterbilt the Class of the Industry.

 

 

Peterbilt has been headquartered in Denton, Texas since 1980.  We have manufactured, supported, and distributed over 1 million trucks. Our employees take great pride in our products. We are recognized as a premier employer and valued partner in the local community.

Requisition Summary

Peterbilt Motors Company has an immediate opening for a Vehicle TSM Lead to support products in the field. This position will work with Vehicle Technical Support Managers, dealers and customers to provide technical support for our products. Their focus will be on driving customer uptime through both timely and accurate case resolution.  Their actions will have a direct impact on customer satisfaction and impact future truck sales.

Job Functions / Responsibilities

The Lead position will be responsible for managing people, cases, and the overall performance of the TSMs through the following functions:

• Provide PACCAR Vehicle technical assistance to our dealer network.
• Monitor, track and manage on a daily basis technical support cases.
• Manage workflow, assignment, response times, escalation and resolution of cases.
• Ensure teams scheduling meets goals for expanded business hours.
• Coaching and mentoring of employees and dealer through daily activity.
• Review, assist and provide feedback for service documentation.
• Communicate information related to the PACCAR vehicle product changes, field fixes and emerging issues to the field service group and dealer network.

Job Functions / Responsibilities Cont.

• Stay current on Division and Plant activities.
• Support Internal and External meetings.
• Support Peterbilt training department activities.
• Develop tools and aids to help for PACCAR Vehicle troubleshooting.
• Support product change and improvement.
• Support dealer and customer through on-site visits.
• Support the Technical Manager program.
• Attend and support industry events.
• Leadership role from a Technical and Management aspect.
• Approximately 20% travel required to support and stay current on product field activities.

Skills / Competencies

• Bachelor's de