Manager, Emergency Repair Services

Hub Group • Oak Brook, IL

5d • $65,000 - $75,000

About The Position

Manage a team responsible for timely and cost-effective resolution of roadside breakdowns and idle equipment issues across the HUB network. This role involves effective communication with drivers, account managers, M&R managers, and operations support to gather necessary information and coordinate with vendors for repairs. The manager will monitor repair statuses, address issues beyond team members' capabilities, and provide assistance to ensure timely and efficient resolutions. A key aspect of the role is collaborating to investigate failure causes, determine responsibility, and identify re-bill opportunities. The position also requires proactively identifying and escalating recurring issues to relevant managers for cost reduction, demonstrating a thorough understanding of commercial agreements, FMCSA guidelines, and Hub policy, and ensuring team adherence. The manager will provide clear direction for repairs to internal shops and external vendors to minimize downtime, while keeping the M&R team informed. Supervision and authorization of external vendor repairs are crucial, ensuring compliance with standards. The role also involves retrieving and analyzing data from various platforms to create Excel spreadsheets for team visibility on event data.

Requirements

• Five (5) plus years of experience as a Diesel transportation & Repair Industry or equivalent combination of technical education/certifications/skills/experiences
• Excellent analytical, organizational, problem solving and interpersonal skills, with the ability to multi-task in a fast-paced environment.
• Proficient in web-based applications and with Microsoft Office products; emphasis on Excel and Outlook
• Minimum of four (4) years’ experience in a management or leadership role

Nice To Haves

• Bachelor’s degree is preferred.
• Customer service or call center experience is a plus.
• Prior experience with TMT, OTM, LYTX, Cargowatch, and Reach is preferred.
• Direct experience with intermodal operations, over the road common maintenance vendors, and dealerships is preferred.

Responsibilities

• Manage a team responsible for timely and cost-effective resolution of roadside breakdowns and idle equipment issues across the HUB network.
• Effectively communicate with drivers, account managers, M&R managers, and operations support to obtain necessary information, and coordinate with appropriate vendor(s) to carry out repairs for roadside breakdowns and idle equipment issues in a timely and efficient manner.
• Monitor the status of repairs and promptly address any issues that cannot be resolved by team members, while providing necessary assistance to ensure repairs are completed in a timely and efficient manner for roadside breakdowns and idle equipment issues.
• Collaborate with relevant parties to investigate the cause of failure, determine responsible party, and identify any possible re-bill opportunities to customers or outside motor carriers.
• Proactively identify and escalate recurring issues to the relevant site/terminal manager or M&R manager to determine possible cost reduction opportunities.
• Demonstrate a thorough understanding of procedures outlined in Commercial Agreements, FMCSA guidelines, and Hub policy, and ensure team members are following and being held accountable for adherence to these guidelines.
• Provide clear direction and repair instructions to HGT shops, outside shops, and road service vendors to minimize equipment and driver downtime, while ensuring the M&R team is engaged and informed, to effectively manage and resolve roadside breakdowns and idle equipment issue.
• Supervise and authorize repairs performed by external vendors, ensuring that all repairs are conducted in accordance with established standards, procedures, and guidelines.
• Retrieve data from multiple or single platforms and utilize this data to create Excel spreadsheets that provide visibility to other teams on event data

What This Job Offers

• Job Type: Full-time
• Career Level: Manager