Lead DVIR Specialist

U.S. Xpress Enterprises, Inc.•Chattanooga, TN

1d•Onsite

About The Position

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.

Requirements

High school diploma or equivalent required.
Minimum of 5 years of experience in a call center or customer service center environment required.
Minimum of 5 years Mechanical troubleshooting required.
Minimum of 5 years in the Transportation industry required.
Microsoft Office Suite experience required to include Excel, Word, and Access.
Must be at least 18 years or older to work with USXPRESS
Ability to read and write
Excellent customer service skills.
Attention to detail; clear and concise documentation skills.
Strong problem-resolution and decision-making skills.
Good written and oral communication skills.
Basic understanding of shop environment and processes.
Basic knowledge of U.S. Geography.
Ability to multi-task
Basic OEM knowledge required
Must be consistently capable of independently analyzing and safely resolving mechanical problems

Nice To Haves

A Technical Diploma from an accredited Auto or Diesel Technology Program may substitute for 1 year of the required experience preferred.
Minimum of 5 years Basic automotive or Heavy-duty Truck & Trailer experience preferred.
Previous experience with Cetaris, AS400, & Microsoft Outlook preferred
Bi-Lingual a plus.
Advanced understanding of service center/shop environment and processes.
Proficiency in using OEM websites for diagnostic repairs
Preventative Maintenance experience preferred
ASE certification preferred

Responsibilities

Responsible for handling more complex over-the-road problems and repairs set for follow up by the XRA Triage Agents. Addresses and documents related requests from drivers, associated vendors, and various enterprise-wide entities within maintenance software setting continuous checkpoints to monitor progress of issue until resolved.
This can encompass repairs stemming from mechanical, operational, or wrecked equipment.
Utilize daily automated reporting tools to coordinate workflow within a designated service region(s).
Outbound calls to drivers and vendors to track progress and determine if additional action is needed to move issue towards resolution or if work order can be closed in the system.
Setup service for the driver if the DVIR calls for it.
Prioritize and proactively work recovery reports to verify status of reported lost tractors and trailers; if recovered, take steps to restore tractors are clean and working order and then refer to the Equipment Coordinators.
Field incoming calls and emails from internal departments, dealers, and vendors regarding tractor or trailer repair including, but not limited to, status updates and projected completion times.
Coordinate with Xpress parts group to expedite necessary mechanical parts that are backordered or difficult to find.
Document details of upcoming and completed repairs in Cetaris RCC Module and Work Order.
Work Order must be itemized accurately, employing designated coding conventions and reflecting cost of estimated work performed.
Provide call center backup for Xpress Triage Agents when hold times or volume is high; as workload allows, proactively aid by answering the vendor line to help expedite work related to open orders.
Refer quality issues for Triage Agents to Supervisors or Department Trainer
Generate reporting on DVIR details as requested by management.
Attend training sessions of varying scope and length regarding maintenance technologies and processes proprietary to USX.
Contact Dedicated locations with shops (Wal-Mart) to have equipment check for road worthiness.
Collaborate with CSR to ensure equipment gets repaired before returning to the road. Verify in Work Order.
Contact Dedicated Vendors to set up service for a specific Dedicated location.
Abide by all Federal and State regulations when making decisions.
Perform other duties as assigned.