Roadside Support Specialist

U.S. Xpress•Chattanooga, TN

3d•$19•Remote

About The Position

The Roadside Support Specialist is responsible for taking inbound driver calls, setting up and coordinating over-the-road repairs, and expediting service when situations require urgent attention. The role includes making safe, DOT-compliant repair decisions, communicating clearly via phone, email, and vendor portals, and ensuring all information is accurate and timely. This position requires strong prioritization skills, consistent phone availability, and the ability to make fast, accurate decisions while maintaining a steady, reliable workflow throughout the day. Agents must utilize the resources available to them, follow established processes, and ensure every repair request is handled efficiently and in alignment with company expectations.

Requirements

High school diploma or GED equivalent required
1+ year of experience in a call center or customer service environment required
1+ year of mechanical or automotive troubleshooting experience required
Possess strong, above-average mechanical and technical knowledge with the ability to accurately assess equipment concerns, identify likely causes, and determine the appropriate repair path.
Capable of evaluating symptoms, asking targeted diagnostic questions, and leveraging available resources to make safe, efficient triage decisions
Exhibit strong communication and problem-solving abilities, ensuring clear, accurate exchanges with drivers, vendors, and internal departments.
Able to break down complex issues, ask the right questions, and make confident decisions to resolve maintenance problems efficiently
Perform effectively in a fast-paced, high-volume environment, balancing multiple active cases and shifting priorities as driver needs, safety concerns, and repair demands arise
Able to quickly learn and master all systems and platforms used in daily operations including Cetaris, Microsoft applications, XPM, OEM portals, and other maintenance-related tools - and utilize them efficiently and accurately
Demonstrate strong computer literacy with fast, accurate typing and efficient system navigation.
Must be able to type 70+ words per minute with high accuracy and use advanced computer navigation skills such as keyboard shortcuts, multitasking tools, and rapid movement between systems and platforms
Adept at assessing organizational dynamics and managing change
Works quickly and efficiently.
Able to test solutions, learn, and iterate quickly
Proactive and pragmatic problem solver
Communicates effectively across multiple mediums

Nice To Haves

Associate’s degree in a relevant technical or business field demonstrating strong computer literacy, typing proficiency, and system navigation skills (e.g., Information Technology, Computer Science, Business Technology) or Associate’s degree in a mechanical or technical field demonstrating strong mechanical knowledge and diagnostic ability (e.g., Diesel, Automotive Technology, Heavy Equipment, Industrial Maintenance, Mechanical Engineering Technology) preferred
Equivalent years of experience are defined as one year of professional experience for each year of college requested
2+ years preferred (call center or customer service environment)
Experience using Cetaris Maintenance Software, AS400, and Microsoft Office applications (Excel, Outlook, etc.) preferred
2+ years of experience in the freight or logistics industry with 1+ years in maintenance-focused role preferred
Transportation, Logistics, and/or Tech industry experience a plus
Technical diploma or certification in Diesel Technology or a related mechanical program preferred
D.O.T. certification or comprehension preferred
OEM certification preferred

Responsibilities

Receive, document, and resolve incoming driver-reported maintenance issues.
Triage over-the-road breakdowns to identify the safest and most efficient resolution.
Make safe and cost-effective decisions to facilitate quick repairs to maximize equipment utilization
Receive management approval for repair expenditures as needed.
Quickly escalate more complex repair issues to appropriate team members.
Secure service for road repairs.
Respond to after-hours calls as needed.
Assist drivers in all breakdown situations locally and OTR.
Set up road calls and direct drivers to authorized repair facilities.
Ensure all DOT/FMCSA regulations, local, state, and internal company procedures and standards are followed.
Follow-up regarding repair completion and payment as needed.
Maintain working knowledge of DOT and company safety regulations.
Build familiarity with mechanical terminology, standard repair times and costs, and the technical platforms/systems used in daily operations.
Stay current on incoming emails; respond promptly and professionally to drivers, vendors, and internal partners.
Communicate clearly and accurately via phone, email, and vendor portals.
Develop strong awareness of U.S. geography, terminal locations, and relevant local and state regulations.
Document all maintenance events thoroughly and accurately in company systems.
Review repair estimates and negotiate when necessary to ensure cost control and proper repair decisions.
Enter accurate data documentation that is needed by the maintenance department as well as supporting teams such as Parts and Warranty that work based off your notes.
Participate in ongoing training, coaching, and one-on-one feedback sessions; accept constructive criticism and apply it to improve performance.
Perform other duties as assigned.
Collaborate in-person with all levels of the organization to harness collective intelligence of the workforce.
Attend all in-person meetings and trainings on recent developments, goals, and objectives.
Participate in such discussions by offering input and advice.
Regularly engage remotely and in-person with customers and potential customers to establish rapport, open communication, and expectations.
Perform other duties as requested by leadership