Digital Support Specialist

Inside the Role

The Aftermarket Digital Experience team leads the industry with Excelerator, our cutting-edge eCommerce platform that delivers a seamless search-find-buy experience empowering customers to purchase parts, connectivity services, and extended coverage.
As a Digital Support Specialist, you will serve as the primary point of contact for our dealer network and customers, guiding users through the full capabilities of Excelerator. This role is critical to delivering timely, accurate support that ensures a smooth, successful purchasing experience.
You will also oversee Excelerator Analytics, our parts sales planning and insights tool, supporting dealers and internal sales teams with actionable insights that help drive parts business growth.
In addition, you will play a key role in strengthening our support operations by supporting the implementation of a ticketing solution to efficiently track, prioritize, and resolve inquiries. You will also develop key performance indicators to measure support effectiveness and identify opportunities to enhance processes, introducing new systems and ways of working to drive consistency, scalability, and operational excellence.
You will actively gather and synthesize feedback from dealers and customers, translating real‑world insights into actionable input for the product development team across both Excelerator and Excelerator Analytics. Your contributions will directly influence future enhancements, ensuring new capabilities address genuine customer needs and deliver meaningful business impact.

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

This posting is considering only current Aftermarket applicants. For a limited time, some positions at DTNA will only be open to current department employees due to restructuring efforts across the organization. For specific questions, please contact your HR Business Partner.

What You Drive at DTNA

• Serve as the primary support contact for dealers and customers, providing guidance on the full functionality of Excelerator and Excelerator Analytics.

• Respond to inquiries and troubleshooting issues promptly and professionally to ensure a seamless purchasing experience.

• Support and manage a ticketing system to track, prioritize, and resolve support requests efficiently.

• Establish and build key performance indicators to monitor support trends and recurring issues, identifying opportunities for process improvements and proactive solutions.

• Participate in testing new platform features, providing feedback on usability, performance, and potential enhancements.

• Collect and synthesize user feedback from dealers and customers to inform product development and guide future enhancements.

• Collaborate with cross-functional teams, including product, sales, and operations, to align support efforts with strategic goals.

• Document support processes and best practices, contributing to internal knowledge bases and training materials.

• Advocate for the user experience, ensuring customer and dealer needs are represented in future releases and support strategies.

Knowledge You Should Bring

• Bachelor’s degree in Business, Information Systems, Operations, or related field OR 6 years relevant experience in lieu of a degree.

• 2+ years of experience in digital operations, customer support, or eCommerce management.

• Excellent communication skills, with the ability to convey information clearly, professionally, and effectively in both verbal and written formats

• Organized and detail-oriented, especially when tracking inquiries or documenting support interactions.

• Demonstrates the ability to quickly learn new systems and efficiently adjust to changes in tools, features, and workflow processes.

• Skilled in creating and maintaining Standard Operating Procedures (SOPs), Frequently Asked Questions (FAQs), and internal knowledge bases to streamline support operations.

• Communicate user feedback and propose feature enhancements to internal teams and leadership to support ongoing product development and innovation.

• Knowledge of key performance indicators such as, first response time, resolution rate, and first contact resolution.

Exceptional Candidates Might Have

• Experience in the automotive or heavy-duty truck industry, especially in aftermarket services.

• Hands-on knowledge of support platforms like Zendesk, ServiceNow, or Salesforce for tracking, prioritizing, and resolving user inquiries.

• Proficiency in data visualization and business intelligence tools such as Power BI or Tableau, with the ability to build, interpret, and maintain dashboards and reports.

• Proficiency in SQL with experience querying and analyzing data to support reporting and business insights with performance in mind.

• Experience designing and implementing AI agents or automated workflows using tools such as chatbots, virtual agents, workflow automation platforms (e.g., Power Automate, ServiceNow), or ticketing system automations to streamline support operations.

#LI-TN1 #LI-Hybrid

Where We Work

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

Fort Mill, SC US, Portland, OR US. Relocation assistance is not available for this position.

Schedule Type:

Hybrid (4 days per week in-office / 1 day remote). This schedule builds our #OneTeamBestTeam culture, provides an unparalleled customer experience, and creates innovative solutions through in-person collaboration.

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.