Road Rescue Call Coordinator

Hogan Transportation; St. Louis (MO); On-site; USD 45,000 - 65,000; Full time

Job summary

Hogan Transportation in the United States seeks a Maintenance Coordinator who directs over-the-road maintenance failures by phone, works with drivers to diagnose issues, and coordinates next steps to get trucks back on the road safely.

The role involves reviewing work orders, documenting procedures, ensuring manufacturer criteria, processing warranty claims, and maintaining clear communication with customers and the Safety department during assessments.

Qualifications

• High School Diploma or GED preferred.
• 2+ years troubleshooting maintenance issues.
• 2+ years customer service experience.
• Strong listening and diagnostic questioning skills.
• Strong written and verbal communication skills.
• Proficient in using computer applications.
• Experience in transportation industry preferred.

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 for special manufacturer agreements and completes required documents.
• Ensures that amounts claimed meet manufacturer criteria.
• 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 during the initial assessment.
• Other duties as required.

Skills

Troubleshooting maintenance issues

Customer service

Listening & questioning

Written & verbal communication

Computer proficiency

Transportation industry experience

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