JOB TITLE: Maintenance Customer Service Manager

FLSA: Exempt

REPORTS TO: Assistant Director of Maintenance

SUMMARY: Assist the Assistance Director of Maintenance in the oversight of all outside fleet maintenance and repair activities. Provides support for Auto Haulers, GTS drivers and Operations to drive vehicle up time. Works closely with Operations, Maintenance staff, and vendors, to ensure all breakdowns/events are dealt with efficiently and providing support and leadership to the team of customer service representatives.

ESSENTIAL DUTIES AND RESPONSIBILITIES: “Essential functions” are primarily job duties that incumbents must be able to perform unassisted or with some reasonable accommodation made by the employer.

• Work closely with Director of Maintenance to reduce/control maintenance spend.
• Provides oversight and training for all maintenance customers service representatives
• Respond to inquiries and concerns from auto haulers and GTS drivers in regard to repair facilities both internal and external.
• Timely follow up with vendors, dispatch, Maintenance department, auto haulers and GTS drivers.
• Work directly with auto haulers, GTS drivers and dispatch to maintain routine maintenance schedules.
• Coordinate with repair facilities to ensure needed service(s) can be completed on a timely basis and actively minimize down time of auto haulers.
• Maintain TMT system as well as vendor web portals that are utilized in department with accurate information with road call in real time including specific notes about work in progress and break down pay eligibility.
• Audit MCSR information in TMT systems and vendor web portals for accuracy and timeliness.
• Review maintenance invoices to ensure accuracy, confirm all requested services were completed and approve for payment.
• Approve breakdown pay that has been submitted for auto haulers.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Strong computer skills including knowledge of Microsoft Office 2010 and TMT
• Proactive equipment maintenance planning.
• Ability to rapidly analyze issues, establish priorities, anticipate consequences, make decisions and initiate action.
• Excellent recordkeeping skills, reporting on trends and effective corrective actions being taken.
• Comfortable working in a high-stress environment and ability to stay calm under pressure.
• Strong interpersonal skills to develop and maintain positive relationships with dispatchers, drivers and vendors.
• Strong communication skills (oral, written and listening) with motivational ability.
• Timely communication about issues and equipment/auto hauler availability.
• Strong leader and team player.
• Work occasionally requires a high level of mental effort and strain when performing essential duties. Must be able to perform the essential duties of the position with time constraints, interruptions and stressed dispatchers and drivers.
• Work may require more than 40 hours per week.
• Will require some travel to vendors and/or terminals.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

While performing the duties of this job, the employee is required to sit/stand for most of his/her job duties. There is the need to frequently walk. There will be a moderate amount of standing, stooping, kneeling, bending, lifting and reaching for some of his/her job duties.

Visual requirements include reading off a computer screen as well as printed materials. A high degree of dexterity is required due to frequent use of a telephone console.

Verbal and auditory requirements include the ability to communicate clearly over the telephone as well as in person.

There is a moderate level of grasping, lifting, pushing and/or pulling of objects of less than 50 lbs.

This Job Description is intended to describe the general content of and requirements for the performance of this position. The omission of specific statements of duties does not exclude them for the position if the work is similar, related or a reasonable requirement of the position. Additional duties may be assigned and requirements may vary from time to time.