F&I Pro Help Desk Manager

Inside the Role

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

What You Drive at DTFS

• 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.

Knowledge You Should Bring

• 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.

Exceptional Candidates Might Have

• Experience in the commercial vehicle or automotive industry preferred.

• Experience working within or with the DTFS organization.

Additional Job Description

Pay offered dependent on knowledge, skills, andexperience

Benefits include annual bonus program; 401kcompany contribution with company match up to6% as well as non-elective company contribution of3 - 7% depending on age;starting at 4 weeks paidvacation; 13+ calendar holidays; 8 weeks paidparental leave; employee assistance program;comprehensive healthcare plans and wellnessprograms; onsite fitness (at some locations); tuitionassistance and volunteer paid time off; short-termand long-term disability plans.

Where We Work

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

Schedule Type:

Daimler Truck Financial is the captive financial services provider for the Daimler Trucks North America family of commercial vehicle products, including Freightliner Trucks, Western Star, SelecTrucks, Sprinter Vans, Thomas Built Buses and Fuso. We have specialized in financing commercial vehicles for more than 40 years. This proven experience gives us critical insights into helping businesses overcome challenges unique to the trucking industry. Additionally, we offer a range of financing solutions that can be customized to meet each individual business's needs, from owner-operators to large fleet managers and nearly every venture in-between.

To achieve our goal of being the first-choice provider of vehicle financial products and services that support our brands, dealers and customers, we are looking for talented, diverse and inspired people with the skills, experience and innovative spirit to provide a first-class experience at every turn. We are committed to providing a great workplace environment that fosters a culture of openness, support and camaraderie. Our employee programs and benefits are reflective of our values and are designed to promote growth, balance and wellness in many aspects of your career and life.

Additional Information

• Applicants must be legally authorized to work permanently in the country of posting

• Final candidate must successfully complete a criminal background check

• 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 Financial Services 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