Manager, Service Training & Performance Analytics

Inside the Role The Manager, Service Training & Performance Analytics, is responsible for strengthening service capabilities and improving dealer and customer support performance through technical training, data analysis, program management, and compliance administration. The role supports Direct Sales fleet customers, electric vehicle service readiness, Thomas Built Buses dealers, and Freightliner Authorized Service Locations. The position also manages key programs and processes, including Platinum Support, the Learning Management System, dealer performance reporting, Freightliner dealer labor-rate reviews, and the annual AORA and SORA requirements. 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 Position offers a starting salary range of  $1004,000 - $133,000 USD   Pay offered dependent on knowledge, skills, and experience     Benefits include 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; 13+ 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.     What You Drive at DTNA - Service Training & Capability Development Design, coordinate, and deliver technical service-training programs for Direct Sales fleet customers, including product familiarization, maintenance, diagnostics, repair procedures, and EV service readiness. Assess customer and dealer training needs and develop onboarding, refresher, and advanced technical-learning pathways. Create and maintain instructor-led and digital training materials, job aids, modules, and e-learning content. Coordinate training schedules, facilities, instructors, equipment, vehicles, materials, and related logistics. Measure training effectiveness and use participant feedback and performance data to improve future programs. Ensuring training aligns with business objectives, service metrics, customer expectations, company policies, industry regulations, and quality standards. - Service Performance Analytics & Reporting Establish and monitor key performance indicators by analyzing dealer, service, warranty, training, and customer-support data to identify trends, performance gaps, compliance risks, customer experience concerns, and coordinate targeted improvement strategies. Develop and maintain dashboards and recurring performance reports for leadership. Translate data into actionable recommendations that support dealer development, service readiness, and continuous improvement. Monitor the impact of training and performance-improvement initiatives and recommend adjustments based on results. - Cross-Functional Collaboration, Training & Compliance Partner with Engineering, Customer Experience & Service, Product Planning, Production, Sales, Parts, Finance, and Training teams to validate data, measure program effectiveness, and support informed business decisions related to new products, emerging technologies, service changes, and business priorities. Maintain accurate training records, certifications, competency assessments, and supporting compliance documentation. Lead or support cross-functional improvement projects and work streams. - Platinum Support Program Management Lead the Thomas Built Buses dealer excellence program, Platinum Support, to strengthen dealer service performance and customer experience. Establish and communicate program requirements, performance measures, timelines, and reporting expectations. Prepare program updates, performance summaries, and recommendations for leadership. Monitor dealer performance using program data, scorecards, assessments, and stakeholder feedback to identify performance gaps and coordinate improvement plans with dealers and internal business partners. Support the continued development and improvement of Platinum Support standards and measurement criteria. - Learning Management System (LMS) Administer service-related learning activities within the LMS, including learner profiles, curricula, assignments, learning paths, certifications, competency assessments, completion records, and supporting compliance documentation. Partner with subject matter experts to publish and maintain technical-training content, monitor learner engagement and training effectiveness, and provide recurring completion, certification, compliance, and performance reporting. - Freightliner Dealer Labor Rate Reviews Review Freightliner dealer warranty labor-rate increase requests, as needed, to verify that the TBB Authorized Service Location has a current, signed SORA and meets applicable training, certification, operational, and Dealer Service Agreement requirements.  Confirm completion of required Thomas Built Buses product training before recommending approval or processing requests within assigned authority.  Communicate outstanding requirements and escalate exceptions or unresolved compliance matters to the appropriate decision-maker.  - Annual AORA & SORA Processes Lead the annual implementation and administration of the Annual Operating Requirements Addendum (AORA) and Service Operating Requirements Addendum (SORA) processes.  Coordinate with Sales, Customer Experience & Service, Parts, Finance, Engineering, and Training to identify and incorporate annual updates.  Distribute the SORA annually to each Freightliner dealer designated as a TBB Authorized Service Location that is not a full-service Thomas Built Buses dealer.  Communicate applicable service-training, certification, operational, and documentation req