Fleet Support Representative

Dobbs Peterbilt•Memphis, TN

6d•Onsite

About The Position

The Fleet Support Representative serves as the primary liaison between repair facilities and assigned fleet customers. This role is responsible for monitoring, tracking, and communicating the repair status of customer trucks to minimize downtime and ensure proactive, high-quality support. The Fleet Support Representative will work closely with repair facilities, escalate issues as needed, and act in the best interests of the customer to deliver timely resolutions. The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

Requirements

Strong verbal communication skills along with active listening.
Must be able to work closely with other departments and assist them according to the fleet service strategy.
Ability to multi-task, set priorities and manage time effectively.
Basic computer skills required with a focus on Microsoft Excel and Word.
Ability to understand, remember, and communicate routine, factual information
Ability to organize and prioritize own work schedule on short-term basis (longer than one month)
Ability to make decisions which have moderate impact on immediate work unit
Ability to express or exchange ideas by means of the spoken word, communicating orally with other accurately, loudly, and quickly
Ability to add, subtract, multiply, divide and to record, balance, and check results for accuracy
Occasionally required to stand, walk, sit, use hands and arms to handle or feel objects, tools or controls, reach with hands and arms, climb stairs, balance, stoop, kneel, crouch or crawl, talk or hear, and taste or smell.
Must occasionally lift and/or move up to 25 pounds.
Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Contribute to a work environment that is based on trust and respect.
Have discussions on a regular basis with their manager to discuss opportunities to best achieve individual performance objectives and departmental goals.
Suggest ways to improve the efficiency of conducting their job duties.
Promote continuous improvement and change to support company growth.
Mentor others unselfishly.
Give credit where it’s due.
Adhere to the policies contained in the Employee Handbook.
Adhere to the Company’s Employee Conduct Policy.
Support management decisions toward meeting company goals.
Be open and receptive to new ideas, regardless of their origin.
Make prudent decisions, which are based on the best interest of the Company and its long-term future.

Nice To Haves

Experience and knowledge in working with Sales, Marketing, Parts and Service departments
Previous experience in a customer support role

Responsibilities

Track and manage trucks currently in repair for assigned fleet customers.
Maintain accurate, real-time visibility of repair status and progress.
Conduct daily calls to repair facilities to obtain detailed, updated information.
Proactively communicate repair updates to customers, ensuring transparency and trust.
Identify potential delays, concerns, or barriers in the repair process.
Escalate issues to the After Sales Support Manager when necessary.
Collaborate with internal and external stakeholders to resolve issues quickly and effectively.
Proactively act in the customer’s best interest, ensuring their service fleet needs are prioritized.
Work toward the reduction or elimination of customer downtime by driving efficient repair processes.