After Hours Fleet Maintenance Support Specialist

Summary The After-Hours Fleet Maintenance Support Specialist is responsible for the coordination of after-hours emergency breakdown needs for ATS drivers. This role will receive after hours incoming calls from ATS drivers, manage and process open work orders. Review ATS vendor invoices for accuracy and bill out parts, labor, and miscellaneous charges following procedures. This role requires detailed communication skills with follow-through and exceptional customer service. This is an overnight role with a rotating schedule that does include weekends. Education and Experience High School diploma and 2-4 years of experience in a customer-driven environment is required. Experience working as a Service Advisor within a dealership or maintenance shop is highly preferred. Call center experience preferred. Experience in the commercial motor vehicle (CMV) transportation industry is highly preferred. Demonstrated understanding of labor and warranty policies to support accurate decision-making and issue resolution. Must be available to work overnight and weekends on a rotating schedule. General knowledge of geography and basic map-reading skills. Ability to negotiate cost skillfully in challenging situations with internal and external customers. Strong problem-solving skills; able to identify and resolve problems promptly. Must be proficient in responding to internal and external customer situations in a timely manner. Excellent organizational skills and ability to manage and prioritize workload Must be able to demonstrate a proactive commitment to ATS corporate values and the success of all staff. Proficiency in Microsoft Office (Word, Excel, and Outlook) required. Excellent communication skills (written, listening, and verbal). Willing and able to travel infrequently, including overnight travel. Essential Duties and Responsibilities Process ATS vendor invoices, review and bill out parts, labor, and miscellaneous charges following invoicing procedures. Receive and triage after-hours incoming emergency breakdown calls from ATS drivers in a call center environment. Ability to effectively communicate with team members on different shifts in-progress breakdowns and pass downs Maintain a call service standard of answering incoming calls within 30 seconds >=70% of the time. Minimizing que time and abandoned calls. Partner with Operations to ensure the fleet is DOT compliant, inspections are current, and all roadside violations are taken care of. Review and approve basic repair estimates after verifying repair is not covered under warranty. Negotiate repair estimates with guidance from the manager. Able to work overnights and weekends on a rotating schedule. Demonstrates, by their daily actions, ATS's Mission, Vision, and Values in a consistent, effective, and reliable manner. Support ATS' culture by aligning actions, behaviors, performance, and decisions following the Company's values as outlined in our All-Employee Competencies. Complete work responsibilities outside of normal business hours as needed and infrequent travel may be required. Perform other duties and responsibilities as assigned. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Physical Requirements This position performs work primarily in an office setting. Consistently in a stationary position and occasionally will move around. Constantly operates a keyboard and mouse and utilizes a computer monitor(s). Frequently converse with internal and external customers in person or via phone system. Compensation & Benefits: The anticipated hourly pay range for this position is between $21.00 - $26.00 plus $4/hr. overnight differential. Hourly pay rate offered is determined by relevant experience, education, certifications, and geographic location as compared to others doing substantially similar work. In addition to the hourly rate of pay, employees may be eligible for performance-based incentives, which can vary depending on individual and/or company performance. Anderson Trucking Service is committed to supporting our employees with a comprehensive benefits package. Employees will have the opportunity to enroll in a variety of benefit programs including health, dental, and vision insurance, as well as a 401k retirement savings plan effective on the first of the month following 60 days of employment. Additionally, we provide paid holidays, paid time off, access to professional development opportunities, wellness programs, and employee assistance resources to our employees. Our goal is to ensure that all employees have the support and resources they need to thrive both professionally and personally.