Fleet Maintenance Customer Service Representative

4 months ago

Edwardsville, United States Transporation Equipment Network Full time
This job posting is for Cooling Concepts which is a subsidiary of Star Leasing Company, LLC.

Job Summary:

Maintain coordinator role for Fleet Maintenance Center (FMC) department in accordance with company vision, mission, and expectations. Perform necessary day-to-day incident coordination activities and functions for FMC department as defined within identified responsibilities below. Provide necessary support for Cooling Concepts Branches, vendors and customers that will assist with profitable growth and development of FMC. Participate as a "key" member of the Cooling Concepts FMC program by assisting in promoting a work atmosphere where associates are excited to be part of a team that is focused on customer satisfaction and the profitable growth of FMC to the benefit of Cooling Concepts.

Duties/Responsibilities:
  • Every employee is expected to take care of their health and always work safely for themselves, their families, and the safety of their coworkers.
  • Understand and comply with our Core Values and company policies in everything you do.
  • Communicate, model, and monitor compliance with our Core Values and policies and incorporate them into performance plans, coaching and corrective action.
  • Assist customers with OTR breakdown incidents from initial call in to completion of incident in a professional/courteous manner in accordance with Cooling Concepts standards and expectations.
  • Coordinate each incident thoroughly and ensure proper notes and data are entered into FMC system to easily identify incident details.
  • Locate and assign a "preferred" vendor to each incident by utilizing proper vendor network search engine(s). Ensure proper and professional communication with vendor until incident is resolved. Ensure vendor is assigned an FMC reference number at time of initial report/call in.
  • Communicate to customers, periodic incident updates throughout duration of OTR incident to ensure customers are aware of all incident details.
  • Utilize proper OTR incident tracking tools as provided by FMC Manager to properly track each incident and to assist in retrieval of invoices from vendors. Ensure all data on invoice is correct.
  • Handle conflicts professionally, properly, and report all conflicts to FMC Manager to ensure proper follow up is executed.
  • Develop, maintain, and distributes weekly & monthly FMC performance reports as determined by FMC Manager.
  • Monitor and communicate all alarms to the customer as they present in iBright to coordinate service for the unit if need be
  • Other duties as assigned
  • None
Supervisory Responsibilities:

Required Skills/Abilities:
  • Bachelor's degree from a four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
  • Excellent communication skills
  • Excellent ability to "multi-task"
  • Conflict resolution skills
  • Proficient in Microsoft Excel and basic office applications
  • Excellent organizational and time-management skills
  • Good understanding of maintenance practices/procedures within our industry
  • Experience in managing and working with vendors
  • Refrigerated Trailer Experience is preferred
Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.
  • The employee is regularly required to talk, hear, listen, sit, use hands, and fingers.
  • The employee is required to stand, walk, and occasionally reach with hands and arms.
  • •The employee is required to lift no more than 40 pounds.
  • Onsite office environment

Work Environment:

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