Roadside Support Specialist

U.S. Xpress, Inc.; Chattanooga (TN); On-site; USD 26,000 - 31,000; Full time

Benefits offered by this job

Medical, Dental, and Vision

Basic/Supplemental Life

Health Savings Accounts

Flexible Savings Accounts

Company Paid Holidays

Paid Time Off

401k with Employer Matching

Employee Stock Purchase Plan

Paid Parental Leave

Short Term Incentive Program

Employee Assistance Program

Pet Insurance

Job summary

U.S. Xpress, Inc. is seeking a Roadside Support Specialist to handle inbound driver calls, coordinate over-the-road repairs, and expedite service in urgent situations. You will make DOT-compliant repair decisions and maintain accurate communications via phone, email, and vendor portals.

The role requires strong prioritization, quick decision making, and reliable daily workflow. Comprehensive benefits, and industry-leading support await the right candidate.

Qualifications

• High school diploma or GED required or equivalent
• Associate degree in a relevant technical/business field preferred
• One year of professional experience per year of education required or equivalent experience

Responsibilities

• Receive, document, and resolve incoming driver-reported maintenance issues.
• Triage over-the-road breakdowns to identify safe, efficient resolutions.
• Make safe, cost-effective repair decisions to maximize equipment utilization.
• Secure management approval for repair expenditures as needed.
• Collaborate with drivers, vendors and internal teams to coordinate road repairs.

Skills

Mechanical knowledge

Clear communication

Typing 70+ wpm

Problem solving

Fast decision making

DOT regulations knowledge

Cross-functional teamwork

Education

High school diploma or GED

Associate degree in tech or business field

Equivalent years of experience

Tools

Cetaris Maintenance Software

AS/400

Microsoft Office

Job description

Who We Are

U.S.

Why U.S. Xpress?

Right Role. Right Tools. Right People. We invest in our talent starting on day one. You will be provided with personal and professional development opportunities that complement your interests and encourage you to build a career you’re passionate about. Whether it is employee stock options, profit-sharing, 401K, professional development, or our competitive pay, we help prepare you for the future. Be part of an organization that values out-of-the-box thinking and rewards employees for going above and beyond. Curious about the other benefits of working with us? Check out other perks below!

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

USX HEADQUARTERS

Monday-Friday 18:00-22:00

Position open to remote: No

Grade: HR09

Compensation Range: 19.08 - $22.47

Who We Are

Relentlessly Delivering Big Ideas. U.S. Xpress is one of the nation’s largest asset-based trucking companies. But the most valuable asset we offer isn’t tractors, trailers, or even our exclusive, cutting-edge technology. It’s the collective brainpower of thousands of visionaries and problem-solvers. Together, we are revolutionizing the transportation industry by providing innovative, custom solutions. And, here, we believe in the sanctity of a promise—both to our customers, and our people. When we focus our varied talents on reshaping the future of transportation, that’s what we call the POWER OF U.S.

Why U.S. Xpress?

Right Role. Right Tools. Right People. We invest in our talent starting on day one. You will be provided with personal and professional development opportunities that complement your interests and encourage you to build a career you’re passionate about. Whether it is employee stock options, profit-sharing, 401K, professional development, or our competitive pay, we help prepare you for the future. Be part of an organization that values out-of-the-box thinking and rewards employees for going above and beyond. Curious about the other benefits of working with us? Check out other perks below!

• 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

Primary Position Purpose

The Roadside Support Specialist is responsible for taking inbound driver calls, setting up and coordinating over-the-road repairs, and expediting service when situations require urgent attention. The role includes making safe, DOT-compliant repair decisions, communicating clearly via phone, email, and vendor portals, and ensuring all information is accurate and timely. This position requires strong prioritization skills, consistent phone availability, and the ability to make fast, accurate decisions while maintaining a steady, reliable workflow throughout the day. Agents must utilize the resources available to them, follow established processes, and ensure every repair request is handled efficiently and in alignment with company expectations.

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 elevate 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

What We’re Looking For

Education

• High school diploma or GED equivalent required
• Associate’s degree in a relevant technical or business field demonstrating strong computer literacy, typing proficiency, and system navigation skills (e.g., Information Technology, Computer Science, Business Technology) or Associate’s degree in a mechanical or technical field demonstrating strong mechanical knowledge and diagnostic ability (e.g., Diesel, Automotive Technology, Heavy Equipment, Industrial Maintenance, Mechanical Engineering Technology) preferred
• Equivalent years of experience are defined as one year of professional experience for each year of college requested

Experience

• 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
• Demonstrate strong computer literacy with fast, accurate typing and efficient system navigation. Must be able to type 70+ words per minute with high accuracy and use advanced computer navigation skills such as keyboard shortcuts, multitasking tools, and rapid movement between systems and platforms
• 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
• Licenses & Certifications
• Technical diploma or certification in Diesel Technology or a related mechanical program preferred
• D.O.T. certification or comprehension preferred
• OEM certification preferred

Work Environment / Physical Requirements – Normal Office Settings.

This job description indicates the general nature and level of work expected for this position. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities. Employees performing this job may be asked to perform other duties as required and the responsibilities of the position may change. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

U.S. Xpress is an Equal Opportunity Employer committed to creating and maintaining a diverse workforce.

This role will remain open until it has been filled.

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