Summary
The Fleet Maintenance Advisor is responsible for the coordination of maintenance & service needs for ATS drivers. This role will receive incoming calls from ATS drivers and help to manage their repair process from start to finish. The Fleet Maintenance Advisor will collaborate with internal departments and outside vendors to ensure minimal truck and trailer downtime for Drivers. This role requires detailed communication and follow-through and exceptional customer service.
Education and Experience
1. High School diploma and 2-4 years of experience in a customer-driven environment is required.
2. Experience working as a Service Advisor within a dealership or maintenance shop is extremely helpful, but not required.
3. Call center experience preferred but not required.
4. Experience in the commercial motor vehicle (CMV) transportation industry is highly recommended.
5. Understanding labor and warranty policies is helpful in this role.
6. Experience developing strong relationships to effectively manage, plan, and prioritize workload for a fleet.
7. Must have general knowledge of geography and basic map-reading skills.
8. Ability to negotiate cost skillfully in challenging situations with internal and external customers.
9. Strong planning and problem-solving skills; able to identify and resolve problems promptly.
10. Must be proficient in responding to internal and external customer situations timely.
11. Excellent organizational skills and ability to manage and prioritize workload in a fast-paced environment.
12. Must be able to demonstrate a proactive commitment to ATS corporate values and the success of all staff.
13. Proficiency in Microsoft Office (Word, Excel, and Outlook) required.
14. Excellent communication skills (written, listening, and verbal).
15. Willing and able to travel infrequently, including overnight travel.
Essential Duties and Responsibilities
1. Receive incoming calls from ATS drivers related to breakdown, and preventative maintenance needs in a call center environment.
2. Maintain a call service standard of answering incoming calls within 30 seconds >=70% of the time.
3. Collaborate with Operations and vendors to minimize truck and trailer downtime.
4. Partner with Operations to schedule preventive maintenance appointments within required intervals.
5. Partner with Operations to ensure the fleet is DOT compliant, inspections are current, and all roadside violations are taken care of.
6. Review and approve estimates, manage costs, and ensure applicable warranties are applied.
7. Negotiate repair estimates with guidance from the manager.
8. Request and follow up on outstanding invoicing with vendors and close out work orders.
9. Must be available to work weekends on a rotating schedule.
10. Demonstrates, by their daily actions, ATS's Mission, Vision, and Values in a consistent, effective, and reliable manner.
11. Support ATS’ culture by aligning actions, behaviors, performance, and decisions following the Company’s values as outlined in our All-Employee Competencies.
12. Complete work responsibilities outside of normal business hours as needed and infrequent travel may be required.
13. 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.
1. Constantly in a stationary position and occasionally will move around.
2. Constantly operates a keyboard and mouse and constantly utilizes a computer monitor(s).
3. Constantly conversing with internal and external customers in person or via phone system.
Compensation & Benefits
• The base salary range for this position is $42,000 to $56,000 plus $3,500/year weekend shift differential, plus position specific, performance-based incentive program. First year incentive earnings include the greater of a 3-month training incentive of $400/month ($1,200) or actual incentives earned. Base salary offered is determined by relevant experience, education, certifications, and geographic location as compared to others doing substantially similar work.
• 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.