Manager, Emergency Repair Services

Hub Group•Oak Brook, IL

9d•Onsite

About The Position

The Manager of Emergency Response Services is responsible for managing roadside breakdowns and idle equipment across the HUB network. The Manager will be responsible for managing teams U.S.A. and Offshore based and ensuring compliance with company policies and established best practices. The Manager will be expected to oversee team performance in terms of total calls, completed calls, average speed of answered calls, calls not answered, and roll time. The Manager will also be responsible for monitoring breakdown costs and ensuring the team meets established goals and targets. The Manager will work closely with the team to identify areas of improvement, provide coaching and training to enhance performance, and ensure the team is adequately equipped to handle emergency repair services.

Requirements

Five (5) plus years of experience as a Diesel transportation & Repair Industry or equivalent combination of technical education/certifications/skills/ experiences
Customer service or call center experience is a plus.
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.
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