Roadside Support Specialist

Position Functions: · 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. · Participate in ongoing training, coaching, and one-on-one feedback sessions; accept constructive criticism and apply it to improve performance. · Perform other duties as assigned. · Collaborate in-person with all levels of the organization to harness collective intelligence of the workforce. · Attend all in-person meetings and trainings on recent developments, goals, and objectives. Participate in such discussions by offering input and advice. · Regularly engage remotely and in-person with customers and potential customers to establish rapport, open communication, and expectations. Perform other duties as requested by leadership