Technician Coordinator

Service Call Coordinator

Headquartered in Indianapolis, Cox Fleet has grown to become one of the largest fleet maintenance companies in the country. Cox Fleet is the leading provider of on-site mobile maintenance and repair services nationwide, offering mobile on-site fleet service for light medium, and heavy-duty trucks and trailers. Also services customers utilizing its 20+ nationwide service centers; each offering accident repair, painting, refurbishment, and heavy mechanical repair. We are supported by a 24/7 in-house call-center and provide scheduled maintenance services and unscheduled services to fleets anywhere, anytime.

Cox Fleet is currently hiring a Service Call Coordinator to dispatch and schedule preventative maintenance ("PM"), repairs and services discovered during inspections - a 'Customer Experience Leader' with the responsibility to ensure that the overall customer experience is 'best in class'. This is to be accomplished by the execution of the outlined processes within the work instructions with proficiency and enthusiasm. A Maintenance Coordinator will demonstrate active listening skills to ensure that the customer's needs are met, and exceeding customer and company set expectations.

Duties & Responsibilities:

• Managing preventative maintenance, scheduled repairs and unscheduled/emergency services transactions lifecycle from origination until the customer unit is in control/custody of the repair technician.
• Timely and accurate documentation and notation in all systems regarding each customer contact
• Providing excellent customer service for all internal and external customer calls.
• Be professional and establish positive customer rapport, encouraging repeat business
• Obtain customers approval for all repairs and services to be performed
• Coordinating towing of customer units when necessary
• Scheduling repairs and maintenance with resources as a first priority
• Scheduling outside vendors only when technicians are not available, which will only occur when the customer unit is in a location that is not serviced by or the does not have availability to provide timely service to the customer
• Continuously develop and improve company capabilities in the area of Dispatching and Service Scheduling
• Additional duties and special projects as assigned

Requirements:

• 2+ years' experience in a service or call center environment, preferably in the commercial vehicle maintenance or transportation industry
• Associate degree or high school diploma and two (2) years of equivalent experience
• Excellent verbal and written communication skills; Ability to effectively communicate at all levels of the organization
• Proven track record to collaborate cross-functionally, build positive relationships and become a trusted partner to relevant cross functional partners.
• Excellent organizational skills and the ability to balance a variety of tasks
• Strong Excel and data entry skills, and the ability to learn new platforms (such as IT Systems, including Web Wrench, MobileFrame, RO Writer)
• Common knowledge of the trucking industry; experience with fleet maintenance or other transportation experience in automotive/trucking would be very helpful
• Ability to work independently and collaboratively within a team environment
• Excellent problem-solving skills
• Must hold a valid driver's license
• Highly organized with exceptional follow-through abilities