Road Rescue Call Coordinator

Hogan Transportation; Maryland Heights (MO); On-site; USD 42,000 - 65,000; Full time

Job summary

Hogan Transportation, a 100-year-old full-service carrier, seeks a Maintenance Coordination Specialist. You will coordinate road-side maintenance failures over the phone, working with driver teams to diagnose issues and determine the quickest, safest path to get the truck back in service.

Responsibilities include reviewing work orders, assisting drivers, documenting repair procedures, ensuring manufacturer criteria is met, processing claims, and coordinating warranty parts.

Qualifications

• High school diploma or GED preferred.
• 2+ years troubleshooting maintenance issues.
• 2+ years customer service experience.
• Strong listening and diagnostic questioning skills.
• Excellent written and verbal communication.
• Experience in transportation industry preferred.

Responsibilities

• Review work orders to assess failures.
• Assist drivers with roadside failures.
• Document repair procedures and follow manufacturer criteria.
• Process claims and coordinate warranty parts with manufacturers.
• Maintain daily maintenance planner and work orders.
• Communicate with customers during maintenance breakdowns.
• Coordinate with Safety Department during initial assessment.
• Other duties as required.

Skills

Maintenance troubleshooting

Customer service

Active listening

Communication skills

Computer skills

Education

High School Diploma or GED

Tools

MS Office

CRM software

Job description

Hogan Transportation is a 100-year-old full-service, multi-faceted transportation company operating throughout North America with a tradition of unparalleled, personalized service to clients, utilizing first-class equipment and advanced technology.

Job Summary

Coordinates over the road maintenance failures over the phone. Works with customer drivers to ascertain their issue and either resolve the issue to get the truck back running safely or coordinate next steps.

Essential Duties and Responsibilities

• Reviews work orders to assess failures.
• Assist drivers with roadside failures.
• Ensures the repair procedure is properly documented.
• Ensures the manufacture’s criteria is met.
• Completes the documents required to process claims and forwards them to the manufacturer.
• Identifies exceptional cases in which may result in special agreements with the manufacturer and completes the required documents and follows up, as needed.
• Ensures that the amounts claimed correspond to the criteria of the manufacturer.
• Forwards and monitors all warranty parts requests to appropriate Service Personnel.
• Maintains maintenance daily planner and work orders.
• Communicates with customers throughout maintenance breakdown.
• Corresponds with Safety Department in regard to during the initial assessment.
• Other duties as required.

Requirements

• High School Diploma or GED preferred
• 2+ years troubleshooting maintenance issues
• 2+ years customer service experience
• Strong listening skills with the ability to ascertain and diagnose issues through questions
• Strong written and verbal communication skills
• Proficient in using computer applications
• Experience in transportation industry preferred