Daimler Truck North America

F&I Pro Help Desk Manager

Daimler Truck North America

full-time

Posted on:

Location Type: Hybrid

Location: Fort Mill • North Carolina • South Carolina • United States

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About the role

  • Lead F&I Pro Help Desk Operations: Directly supervise and lead a team of F&I Pro Help Desk Analysts, including hiring, onboarding, training, performance evaluation, and ongoing development
  • Set clear performance expectations and conduct regular coaching, feedback, and performance reviews to drive individual and team effectiveness
  • Establish and manage analyst schedules, coverage models, and workload balancing to meet service-level expectations
  • Monitor individual and team performance metrics, addressing gaps and recognizing high performance
  • Drive Team Development: Foster a collaborative, accountable, and customer-focused team culture that supports continuous improvement and employee engagement
  • Act as an escalation point for complex dealer or internal issues, modeling effective problem-solving and decision-making
  • Support Digital Product Strategy: Serve as subject matter expert for key dealer-facing tools including F&I Pro, WalkMe, DocuSign, and the team’s new AI Chatbot, ensuring functionality, adoption, and continuous enhancement
  • Collaborate closely with relevant product owners and IT partners to identify, develop, and implement improvements and product fixes
  • Coordinate and execute testing for system updates, support backlog grooming sessions, and submit Jira tickets for production and emergency fixes
  • Ensure Post-Launch Support Readiness: Equip the help desk team with the knowledge and tools needed to effectively support new product introductions
  • Ensure analysts are trained on product updates and prepared to address dealer and internal stakeholder questions, providing timely and accurate assistance across all supported platforms
  • Deliver Ad Hoc System Training: Provide on-demand training to F&I Pro users for tools such as F&I Pro, DocuSign, WalkMe, and the AI Chatbot
  • Focus on addressing immediate training needs and system updates, while supporting the Sales Enablement & Training Manager in broader, curriculum-based training initiatives aimed at long-term dealer adoption and effectiveness
  • Leverage Dealer Feedback: Collect relevant dealer feedback to gather insights, prioritize enhancements, and improve the overall dealer experience
  • Share findings with the F&I Pro Product Owner and other relevant functions
  • Foster Cross-Functional Alignment: Collaborate with internal teams, including Sales, Revenue Operations, Insurance, Business Solutions, IT, Operations, Dealer Credit, Fleet Credit, and Legal, to align support strategies and proactively resolve operational challenges
  • Apply continuous improvement principles to optimize processes and actively identify and communicate opportunities for system or process enhancements
  • Measure Help Desk Impact: Define key performance indicators (KPIs) to evaluate the effectiveness of help desk dealer support initiatives, and continuously refine strategies based on data insights

Requirements

  • Bachelor’s degree from an accredited university/college OR 5+ years of relevant experience in lieu of a degree
  • Experience leading, supervising, or managing teams, preferably within a help desk, customer support, or dealer-facing environment
  • Ability to build, develop, and lead high-performing support teams in a fast-paced environment
  • Demonstrated success coaching, developing, motivating, and holding employees accountable to performance standards
  • Experience in a customer or dealer support role, with a strong understanding of service operations and issue resolution
  • Strong commitment to delivering exceptional customer service with a positive, customer-focused mindset
  • Strong decision-making and escalation management skills, including acting as a point of resolution for complex or high-impact issues
  • Demonstrated ability to align team objectives with departmental and organizational strategy
  • Strong cross-functional leadership capabilities, with the ability to collaborate effectively across business and technology teams
  • Excellent verbal and written communication skills, with the ability to clearly convey expectations, priorities, and feedback
  • Exceptional organizational skills, with the ability to manage multiple priorities while maintaining attention to detail
Benefits
  • annual bonus program
  • 401k company contribution with company match up to 6% as well as non-elective company contribution of 3 - 7% depending on age
  • starting at 4 weeks paid vacation
  • 15 calendar holidays
  • 8 weeks paid parental leave
  • employee assistance program
  • comprehensive healthcare plans and wellness programs
  • onsite fitness (at some locations)
  • tuition assistance and volunteer paid time off
  • short-term and long-term disability plans
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
team managementperformance evaluationcoachingproblem-solvingdecision-makingcustomer supportservice operationsissue resolutiontrainingcontinuous improvement
Soft Skills
leadershipcollaborationcustomer-focused mindsetcommunicationorganizational skillsattention to detailmotivationaccountabilityadaptabilitystrategic alignment