Maintenance Customer Service Manager

Virginia Transportation Corp•West Warwick, RI

15h•Onsite

About The Position

The Maintenance Customer Service Manager will assist the Assistance Director of Maintenance in the oversight of all outside fleet maintenance and repair activities. This position will provide support for Auto Haulers and Operations to drive vehicle up time. Will work closely with Operations, Maintenance staff, and vendors, to ensure all breakdowns/events are dealt with efficiently, providing support and leadership to a team of customer service representatives.

Requirements

Strong computer skills including knowledge of Microsoft Office 365 and Maintenance Management Software such as Cetaris
Experience as a service writer or mechanic and understanding of mechanical repairs or running a shop as a foreman.
Proactive equipment maintenance planning.
Ability to rapidly analyze issues, establish priorities, anticipate consequences, make decisions and initiate action.
Excellent recordkeeping skills, reporting on trends and effective corrective actions being taken.
Comfortable working in a fast-paced environment and the ability to stay calm under pressure.
Strong interpersonal skills to develop and maintain positive relationships with dispatchers, drivers and vendors.
Strong communication skills (oral, written and listening) with motivational ability.
Timely communication about issues and equipment/auto hauler availability.
Strong leader and team player.
Work occasionally requires a high level of mental effort and strain when performing essential duties. Must be able to perform the essential duties of the position with time constraints, interruptions and supportive to our dispatchers and drivers.
Work may require more than 40 hours per week.
May require some travel to vendors and/or terminals.

Responsibilities

Work closely with Director of Maintenance to reduce/control maintenance spend.
Provides oversight and training for all maintenance customers service representatives
Respond to inquiries and concerns from auto haulers in regard to repair facilities both internal and external.
Timely follow up with vendors, dispatchers, maintenance department, auto haulers.
Work directly with auto haulers and dispatch to maintain routine maintenance schedules.
Coordinate with repair facilities to ensure needed service(s) can be completed on a timely basis and actively minimize down time of auto haulers.
Maintain Cetaris Maintenance system as well as vendor web portals that are utilized in department with accurate information with road call in real time including specific notes about work in progress and break down pay eligibility.
Audit MCSR information in Cetaris systems and vendor web portals for accuracy and timeliness.
Review maintenance invoices to ensure accuracy, confirm all requested services were completed and approve for payment.
Approve breakdown pay that has been submitted for auto haulers.