Customer Experience Fleet Advocate

TransChicago Truck Group is a leader in truck and truck related products and services. Our mission is to continually seek better ways of doing business. To differentiate ourselves from our competitors. All our activities are structured to recognize and exceed the expectations of our customers.

Position Summary:

The Customer Experience Fleet Advocate is responsible for facilitating timely communication and repair progress updates to customers. Partnering with our customer base, this role will provide continuous feedback and access to repairs by communicating with the repair facilities enabling effective fleet management operations by our customers.

Essential Functions & Responsibilities:

• Review estimates and repairs for correct warranty processing.
• Seek policy assistance when merited.
• Track failure patterns and pursue resolutions.
• Guide and expedite repairs.
• Coordinate expediated parts orders, technical and field support, as needed.
• Monitor trucks down for activity.
• Track and expedite campaigns.
• Meet with customers to explain repairs.
• Train customers on proper maintenance, inspection, new technologies and continuing education.
• Support customer maintenance programs.
• Review invoices for accuracy.
• Provide customer technician and driver training on site.
• Virtual technician and connectivity follow up.
• Review PDI/NTP work in process and follow up.
• Account set up and support
• Quality/factory interface
• Direct warranty: parts, CPW, etc.

Education and/or required experience:

• At least 8 years of sales experience, product support, or technical product knowledge.
• At least 1 year of lead experience.

• Compensation: $60,000-$75,000 base salary. Compensation will be determined based on experience, competencies, certifications, and education.
• Benefits:
  • Medical Insurance
  • Vision Insurance
  • Dental Insurance
  • Life and AD&D Insurance
  • Disability Insurance
  • Flexible Spending Account (FSA)
  • 401(k) with company match
  • Paid Time Off (PTO)
  • Paid Sick Time
  • Paid Holidays
  • Additional voluntary benefits: We also offer a variety of other benefits including an Employee Assistance Program (EAP), Accident Coverage, Critical Illness, Cancer Insurance, Pet Insurance, and Identity Theft Insurance