Advanced Contact Team (ACT) Backoffice Equipment (Tractor/Trailer) Specialist

J  o  b    D  e  s  c  r  i  p  t  i  o  n

JOB INFORMATION

Job Title:

Advanced Contact Team (ACT) Backoffice Equipment (Tractor/Trailer) Specialist

Job ID #

J1026

Job Family:

Professional

Reports To Position:

Senior Leadership

FLSA

PRIMARY PURPOSE

Monitor repair processes and assist leadership and department personnel in ensuring all major tractor and/or trailer equipment repairs at the company's shop locations and at vendor facilities, nationwide & within Canada, are completed in a timely manner.

ESSENTIAL FUNCTIONS

Monitor and manage day-to-day activity related to all major shop repairs on equipment (tractor and/or trailer); monitor and understand details of repair process to ensure repairs are being done in a timely manner.

Conduct follow up with internal department personnel/vendor partners and drive productivity in order to expedite repair times.

Research any major repairs exceeding 72 hours of down time; identify issues and provide problem resolution.

Move repairs forward, ensuring escalation of repair process to completion through strict monitoring, management of issues and acting as liaison between parties involved.

Handle highly complex incoming calls and any escalated issues; determine appropriate resolution(s) and follow-up to ensure initiation of claims and repair processes are appropriately carried out; authorize repairs within appropriate level of authority.

Work with vendors to assist with payment questions and complete more complex payment transactions.

Assess each situation independently and take action accordingly; make effective decisions by gathering sufficient data, documenting clearly, making calls and asking questions when necessary.

Negotiate directly, all costs incurred during accidents and equipment breakdown to locate and hire the best-qualified vendor in the best interest of the company; authorize repairs within appropriate level of authority.

Investigate and recover all warranties possible during the vendor selection and outside repair process.

Ensure minimum down time and maximum equipment utilization during the equipment repair/storage cycle; report all down units to the appropriate OE for down time and case number.

Control payments issued through purchase order (PO), Paccar, Pinnacle, MVP Preferred, Fleet charge accounts, and virtual Master card (Mcard).

Provide guidance to designated department personnel on decisions related to accidents, accident equipment removal, storage of equipment, accident clean-up, breakdown repairs, claims and repair order creation, etc.

Act as a liaison for internal communications between designated department personnel and leadership representatives, ECCM's, Driver Leaders, CSR's, Shop employee's, and Shop Managers.

Meet all department Key Performance Indicators (KPI's) as indicated by leadership team.

Proactively work to assist others in achieving the organization's objectives.

Associates degree or equivalent combination of education and/or experience required.

2+ years' mechanical knowledge/experience.

1+ year customer service experience.

Training in conflict resolution and call center service preferred.

Must posses knowledge of and demonstrated ability to perform all ACT department queue skills.

Must provide exceptional customer service and communication skills.

Must be able to multitask and handle high call volume.

Must posses advanced computer literacy and ability to type 25 words per minute.

Must be able to work scheduled shift with flexibility to cover other shifts..

The Company is an equal employment opportunity employer.  The Company’s policy is not to unlawfully discriminate against any applicant or employee on the basis of race, color, sex, sexual orientation, gender identity, religion, national origin, age, military status, disability, genetic information or any other consideration made unlawful by applicable federal, state, or local laws.  The Company also prohibits harassment of applicants and employees based on any of these protected categories.