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Company

Wheels, LLC · 16 hours ago

Maintenance Specialist

United States

Full-time

Remote

Mid Level

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Responsibilities

Receive inbound phone calls and/or electronic transactions for high dollar repairs.

Purchase order negotiation and cost containment.

Reviewing authorization requests with or on behalf of the client.

Ensuring vehicles are compliant with state and federal inspections.

Prompt follow-up with fleet contact(s) and service vendors.

Rapidly handle customer inquiries so that problems are solved and customers are satisfied.

Maintaining customer relationship and satisfaction of services.

Pursuit of manufacturer warranty, extended warranty, policy adjustment and service vendor warranty.

Handling CARE inquires for their dedicated customer(s).

Administer Fleetweb tracking application, carefully managing the timeline of repairs comparing estimated completion date/time and actual completion date/time.

Negotiates with vendors to prioritize and reduce vehicle downtime.

Obtains status updates from arrival through completion from each vendor.

Keeps accurate commentary for each vehicle so status is clearly identifiable.

Communicates status change updates to the customer.

Produces reports that identify downtime at each vendor and summarize total length of each downtime event.

Follows up with mechanical, dealer, roadside, powertrain, and other vendors to manage downtime and assure that the estimated time of completion is met.

Brings new ideas and/or process improvement recommendations to the table to further improve or expand the product offering.

Manages and responds to all inquiries for their dedicated customer(s) within the specified commitment date & time identified in the case.

Documents all customer issues, complaints, or inquiries into the CARE platform

Monitors request types and issues to identify areas of improvement to prevent repeat events.

Provides back-up support to the Warranty Administrator and Senior Maintenance Truck Specialists

Assists management with alternate projects or reports as needed

Assists with creating or updating training material as well as the delivery of training to the staff.

Qualification

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Truck technician experienceTruck mechanic experienceASE CertificationsFleetWeb tracking applicationMicrosoft Office

Required

High School Diploma or equivalent required.

Strong results orientation with the proven ability to consistently meet and exceed goals.

Capable of making commitments, setting priorities and delivering results on time and on budget.

Excellent organizational and presentation skills.

Demonstrated interpersonal skills.

Ability to read and comprehend instructions, effectively present information to customers, drivers, vendors and other employees.

Excellent phone and written communication skills. Must be able to demonstrate these skills on a daily basis.

Combination of teamwork and independence. In this role, you will be a part of a customer service team, yet you will be asked to work independently to accomplish your tasks as well.

Detail-oriented and organized.

Excellent negotiation skills.

Ability to work in a fast paced environment.

Basic aptitude of Microsoft Office applications – Word, Excel, Outlook etc.

Must be able to accurately type a minimum of 30 words per minute.

Understanding of basic math skill principals and be able to calculate percentages and discounts.

Ability to provide sound problem solving.

Ability to apply tools to understand and improve business processes.

Ability to translate customer needs into actionable detailed business requirements.

Level I FleetWeb® certification (internal) required.

Basic addition, subtraction and division.

Must be able to logically solve problems and implement solutions.