SPECIALIST, ROADSIDE SUPPORT

About the role

Receive, document, and resolve incoming driver-reported maintenance issues. Triage over-the-road breakdowns to identify the safest and most efficient resolution. Make safe and cost-effective decisions to facilitate quick repairs to maximize equipment utilization. Receive management approval for repair expenditures as needed. Quickly escalate more complex repair issues to appropriate team members. Secure service for road repairs. Respond to after-hours calls as needed. Assist drivers in all breakdown situations locally and OTR. Set up road calls and direct drivers to authorized repair facilities. Ensure all DOT/FMCSA regulations, local, state, and internal company procedures and standards are followed. Follow-up regarding repair completion and payment as needed. Maintain working knowledge of DOT and company safety regulations. Build familiarity with mechanical terminology, standard repair times and costs, and the technical platforms/systems used in daily operations. Stay current on incoming emails; respond promptly and professionally to drivers, vendors, and internal partners. Communicate clearly and accurately via phone, email, and vendor portals. Develop strong awareness of U.S. geography, terminal locations, and relevant local and state regulations. Document all maintenance events thoroughly and accurately in company systems. Review repair estimates and negotiate when necessary to ensure cost control and proper repair decisions. Enter accurate data documentation that is needed by the maintenance department as well as supporting teams such as Parts and Warranty that work based off your notes.

Responsibilities

• Receive, document, and resolve incoming driver-reported maintenance issues.
• Triage over-the-road breakdowns to identify the safest and most efficient resolution.
• Make safe and cost-effective decisions to facilitate quick repairs to maximize equipment utilization.
• Secure service for road repairs.
• Respond to after-hours calls as needed.
• Absorb and direct drivers to authorized repair facilities.
• Ensure compliance with DOT/FMCSA regulations, local, state, and internal company procedures and standards.
• Follow-up regarding repair completion and payment as needed.
• Maintain working knowledge of DOT and company safety regulations.
• Build familiarity with mechanical terminology, standard repair times and costs, and the technical platforms/systems used in daily operations.
• Stay current on incoming emails; respond promptly and professionally to drivers, vendors, and internal partners.
• Communicate clearly and accurately via phone, email, and vendor portals.
• Develop strong awareness of U.S. geography, terminal locations, and relevant local and state regulations.
• Document all maintenance events thoroughly and accurately in company systems.
• Review repair estimates and negotiate when necessary to ensure cost control and proper repair decisions.
• Enter accurate data documentation that is needed by the maintenance department as well as supporting teams such as Parts and Warranty that work based off your notes.

Requirements

• 1+ year of experience in a call center or customer service environment required, 2+ years preferred.
• 1+ year of mechanical or automotive troubleshooting experience required.
• Experience using Cetaris Maintenance Software, AS400, and Microsoft Office applications (Excel, Outlook, etc.) preferred.
• 2+ years of experience in the freight or logistics industry with 1+ years in maintenance-focused role preferred.
• Transportation, Logistics, and/or Tech industry experience a plus.

Skills & Abilities

• Possess strong, above-average mechanical and technical knowledge with the ability to accurately assess equipment concerns, identify likely causes, and determine the appropriate repair path.
• Capable of evaluating symptoms, asking targeted diagnostic questions, and leveraging available resources to make safe, efficient triage decisions.
• Exhibit strong communication and problem-solving abilities, ensuring clear, accurate exchanges with drivers, vendors, and internal departments.
• Able to break down complex issues, ask the right questions, and make confident decisions to resolve maintenance problems efficiently.
• Perform effectively in a fast-paced, high-volume environment, balancing multiple active cases and shifting priorities as driver needs, safety concerns, and repair demands arise.
• Able to quickly learn and master all systems and platforms used in daily operations including Cetaris, Microsoft applications, XPM, OEM portals, and other maintenance-related tools - and utilize them efficiently and accurately.
• Possess strong computer literacy with fast, accurate typing and efficient system navigation.
• Adept at assessing organizational dynamics and managing change.
• Works quickly and efficiently.
• Able to test solutions, learn, and iterate quickly.
• Proactive and pragmatic problem solver.
• Communicates effectively across multiple mediums.

Benefits

• Medical, Dental, and Vision
• Basic/Supplemental Life
• Accidental Death/Dismemberment
• Health Savings Accounts
• Flexible Savings Accounts
• Company Paid Holidays
• Paid Time Off
• 401k with Employer Matching Contribution
• Employee Stock Purchase Plan
• Paid Parental Leave
• Short Term Incentive Program
• Employee Assistance Program
• Pet Insurance