Maintenance Coordinator 1 (Night Shift)

Transport Enterprise Leasing•Chattanooga, TN

16d

About The Position

The Maintenance Coordinator I stands at the forefront of our commitment to service excellence, playing a crucial role in the success of our operations by actualizing the promises made to our customers. This role is instrumental in delivering the TEL Value through transparent communication, providing actionable insights, and managing repair events with efficiency and expertise. As a reliable advocate, the Maintenance Coordinator I is relied upon by our customers to champion their interests, anticipate their needs, and guide them towards a positive resolution of their service events. Through unwavering dedication to fostering unparalleled value and world-class service, the Maintenance Coordinator I ensures every customer interaction is a step towards reinforcing our mission and enhancing our program's success.

Requirements

Ability to provide excellent customer service.
Strong communication skills written and oral.
Positive, high energy and desire to work hard to accomplish goals.
Effectively manage multiple tasks simultaneously.
Truck and Trailer maintenance experience is preferred (knowledge of major components on vehicle).
Team oriented and able to take direction yet effectively manage accounts with moderate supervision.
Self-motivator that takes initiative to find and complete tasks.
H.S. Diploma or equivalent required.
Industry experience preferred.

Nice To Haves

Karmak Fusion and Salesforce a plus.
Bi-lingual, preferred.

Responsibilities

Provide an exceptional customer service experience for all lessees, establishing a strong professional relationship with TEL’s customers in the long term.
High priority in department’s inbound call queue and make outbound phone calls to set up new repairs as well as follow up on existing repairs.
Create cases within Salesforce for all mechanical or accident repairs, ensuring clear and concise documentation of all phone calls, texts, and emails.
Set up all PM events, tire repairs/replacements, and mechanical repairs.
Locate dealerships for mechanical repairs and check in units for the specified issues reported by the operator. This may include setting up a tow vendor and selecting the proper repairing vendor with the least wait time.
Interpret minor repair estimates and identify when repairs could be covered under warranty through an OEM.
Repair estimates and approved amounts will be documented within Salesforce, with the estimates attached to the case.
Repair tasks will be sectioned within Karmak in order to hold funds from the escrow account.
Complete maintenance intro phone calls for new lessees and discuss the benefits of escrow increases when speaking to operators.
Familiarize yourself with TEL's lease contract; Aiming to refer customers to specific sections for further comprehension of contractual obligations.
Develop skills needed to use company systems (i.e. - Salesforce, KARMAK, and OEM portals) to perform job functions.
Gain the knowledge to provide owner-operators with information regarding models and specifications of lease trucks in TEL’s fleet, including each repair issue and the cost of typical repairs.
Recognize and escalate difficult issues via department chain of command (i.e. – Maintenance Coordinator 2 or higher).
Develop skills to be able to recognize if a needed repairs is within DOT Regulations.
Consistently meets, or exceeds, weekly & monthly Coordinator KPI goals.
Review and approve estimates up to $2,000 or tire authorization limits of two tires.
Communicates the “TEL” value regularly.
Perform any other duties or tasks as assigned by management
Continuously learn, share, and implement improvements in all processes and responsibilities as needed to enhance effectiveness of providing world class service and support.