The Maintenance Specialist is dedicated to managing and reviewing authorization requests for their assigned customer(s) with unique equipment and/or special handling needs. This role reviews purchase orders that are above the approval limit according to the customers’ requirements while providing their expert opinion to ensure the customer is making the best business decisions in maintaining their fleet. Ensuring repairs and/or scheduled preventative maintenance are completed at a competitive cost, timely manner and reduces the risk of future breakdowns. Sourcing and quoting powertrain and high dollar vehicle components to provide alternative repair options to the customer. The Maintenance Specialist is also responsible for managing additional ancillary services such as Downtime Management and handling associated CARE cases for their assigned customer(s).
Essential Job Functions (listing most important first):
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Core Functions
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).
Downtime Management Functions
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.
CARE Functions
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.
Additional Responsibilities:
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
Required/Preferred Education and Experience:
High School Diploma or equivalent required. Preferred Requirements:
Truck technician and truck mechanic experience.
Current ASE Certifications as required in at least two areas of related repair.
Required/Preferred Skills/Training:
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.
Supervisory Responsibilities:
No direct reports, mentor and coach for support staff team members
Language Skills:
Must have exceptional phone and written communication skills. Must be able to demonstrate these skills on a daily basis.
Ability to deliver excellent written and oral presentations to all levels of the organization, customer, and driver.
Multilingual is a plus
Certifications, Licensees or Registrations Required/Preferred:
Level I FleetWeb® certification (internal) required
ASE certified preferred
Mathematical Skills:
Basic addition, subtraction and division
Reasoning Ability:
Must be able to logically solve problems and implement solutions.
Physical Requirements/Work Environment:
N/A
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