TEN Care Incident Coordinator

TEN (Transportation Equipment Network) • Suwanee, GA

13d

About The Position

We are seeking an Incident Coordinator specializing in refrigeration breakdown support for our customers. In this role, you will provide essential assistance to drivers experiencing refrigeration unit failures or temperature‑control issues. You will coordinate with TEN service locations and approved refrigeration technicians, provide basic troubleshooting, and deliver calm, solutions‑oriented support to protect both the driver and the integrity of the load.

Requirements

• Experience in customer service, technical support, or crisis management is highly beneficial.
• Ability to remain calm, think clearly, and handle time‑sensitive breakdown situations.
• Excellent verbal and written communication skills.
• Strong problem‑solving abilities with quick, logical decision‑making.
• Empathy, patience, and a customer‑first mindset.

Nice To Haves

• Familiarity with refrigeration units, fault codes, or general mechanical troubleshooting is a strong plus.

Responsibilities

• Serve as the first point of contact for customers experiencing refrigeration or trailer breakdowns.
• Dispatch qualified refrigeration repair and roadside technicians, monitoring progress through full resolution.
• Provide over‑the‑phone troubleshooting for refrigeration units (e.g., alarms, fault codes, resets, fuel levels) when possible.
• Guide drivers through temperature‑critical steps to help protect the load until a technician arrives.
• Document all interactions accurately and maintain detailed breakdown and repair records.
• Ensure customer safety, minimize downtime, and maintain strong communication throughout the service event.
• Assign approved and preferred vendors from TEN’s refrigeration‑capable network and maintain professional communication until completion.
• Issue TEN reference numbers and ensure all parties are updated with repair status and next steps.
• Collaborate with internal teams for follow‑up, escalations, or additional customer needs related to refrigeration or trailer repair.

Benefits

• Performance‑based bonus opportunities
• Medical, dental, vision, and supplemental insurance programs
• Generous PTO and paid holidays
• Equipment allowances, education reimbursements, and certification programs
• 401(k) with company match and profit sharing
• Recognition programs and service awards
• Weekly pay
• Wellness incentives

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed