Job: Road Service Agent

Schedule: M - F 7AM - 4PM

Pay: $65, 000 Annually

Location: Tar Heel, NC

Summary

The Maintenance coordinator will maintain accurate and on-time reports and records relative to the service department's operation through; opening work orders, processing warranty and product improvement claims, maintaining service department records, updating customer profiles, maintaining department accessories and supplies, and preparing technician efficiency reports.

Position Responsibilities

• Interface with customers, partners, field personnel, operational teams, safety, compliance, emergency response teams, drivers, technicians and vendors as necessary to successfully execute all road calls.
• Accurately diagnose tractor/trailer breakdowns and to understand industry specific terminology.
• Identify correct repair requirements and/or required tools/applications for all road calls.
• Demonstrate proven ability to work with all repair locations to affect the best roll time possible. This includes successfully demonstrating strong decision making ability to utilize all network options and at-site options to meet customer commitments and execute the repair.
• Handle calls in a timely and efficient manner. Must be able to perform to the standard floor avg. for all Coordinators.
• Maintain a high-level of understanding of all applicable CRE policies and procedures related to on-road repairs, estimates, shop operations, OEM requirements, warranty applications, vendors and safety/compliance regulations.
• Process invoicing, MasterCard and Com-Check payments.
• Actively participate in all required training.
• Seek out training opportunities to improve personal performance and stay current within industry guidelines.
• Must be able deal with multiple drivers at once
• Conflict Resolution
• Handle urgent situations in a professional manner.
• Multi-tasking

Essential job requirements may include, but not limited to

• Keep company leadership informed of project priorities and any issues that may require their attention.
• Practice and observe safety rules and regulations and encourage others to do so at all times.
• Always conduct yourself in a manner that reflects a positive, professional image. Must maintain a professional appearance in accordance with dress code policies.
• Treat each individual with care, dignity, fairness, respect and recognition.
• Work productively and collaboratively with direct supervisor and peers.
• Display and encourage teamwork and willingness to be a problem solver. Provide excellent customer service.
• Adhere to all policies and procedures as set forth by the company and ensure that all employees are knowledgeable of and adhere to all standards set for by the company.

Job qualifications may include, but not limited to

• Ability to work with office equipment, utilizing computers for majority of tasks and must be familiar with Microsoft Office suite of programs.
• Working knowledge of AS400, TMT Transman, TMS Operations and TMW-TS or other industry-specific programs.
• Strong customer service skills and phone etiquette.
• Excellent typing skills

Physical Requirements

• Capable of hearing, with our without correction, sufficiently to perceive normal speaking levels and receive detailed information through oral communication in order to facilitate meetings and work with internal customers and stakeholders by telephone and in person.
• Position may involve kneeling, stooping, bending, pushing, lifting, carrying and moving objects that can weigh up to 25 pounds.
• Capable of working extended hours, to include weekends, holidays and various shifts (to include evening and night shifts) as necessary.
• Capable of sitting at a desk for extended periods of time and working with computer equipment.
• Capable of speaking, writing, and reading English well and possessing a good command of the language so that various types of communications may be conducted in English with people of various levels of education and capabilities.
• Capable of visual acuity, with or without correction, sufficient to prepare and analyze data and figures, view a computer terminal, and read extensively.

Education and Experience

• High School diploma or GED required; 2 year college degree preferred
• 1 year of driving Freightliner trucks or 1 year of diesel mechanic experience is required
• Transportation industry experience strongly preferred. Driver/dispatching experience a plus
• Safety/Compliance knowledge (CSA)
• Excellent organizational skills required.
• Accuracy and attention to detail is essential

Working Environment and Conditions

• Must have the ability to work on more than one assignment at a time with frequent interruptions, changes and/or delays.
• Must be able to remain focused and work effectively, efficiently, and cheerfully under such circumstances.
• Must be able to handle incoming requests for assistance via phone and in person while working on other tasks.
• Must remain professional in light of challenging situations that may occur in the location.

C.R.England 2025C.R. England is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation or national origin.