Description

Pay Range: $22.00 - $25.00 Hourly

Who We Are:

Swift Transportation has been an Industry leader for many years with a profound history dating back to the 1960s. Swift is the largest truckload carrier in America with various locations throughout the nation that allow our drivers, shop employees, and office staff to cultivate strong connections. We are a company that is passionate about continual learning and improvement which in turn, allows for a diverse amount of advancement and growth opportunities. We place a strong emphasis on culture because we strongly believe that it is a key contributor in achieving overall results here at Swift.

Job Responsibilities: What you will do

Monitor repair processes and assist leadership and department personnel in ensuring all major tractor and/or trailer equipment repairs at the company's shop locations and at vendor facilities, nationwide & within Canada, are completed in a timely manner.

• Monitor and manage day-to-day activity related to all major shop repairs on equipment (tractor and/or trailer); monitor and understand details of repair process to ensure repairs are being done in a timely manner. Conduct follow up with internal department personnel/vendor partners and drive productivity in order to expedite repair times. Make timely decisions to appropriately direct best practices and ensure optimal problem resolution.
• Research any major repairs exceeding 72 hours of down time; identify issues and provide problem resolution. Move repairs forward, ensuring escalation of repair process to completion through strict monitoring, management of issues and acting as liaison between parties involved.
• Handle highly complex incoming calls and any escalated issues; determine appropriate resolution(s) and follow-up to ensure initiation of claims and repair processes are appropriately carried out; authorize repairs within appropriate level of authority.
• Work with vendors to assist with payment questions and complete more complex payment transactions.
• Assess each situation independently and take action accordingly; make effective decisions by gathering sufficient data, documenting clearly, making calls and asking questions when necessary.
• Negotiate directly, all costs incurred during accidents and equipment breakdown to locate and hire the best-qualified vendor in the best interest of the company; authorize repairs within appropriate level of authority.
• Investigate and recover all warranties possible during the vendor selection and outside repair process.
• Ensure minimum down time and maximum equipment utilization during the equipment repair/storage cycle; report all down units to the appropriate OE for down time and case number.
• Control payments issued through purchase order (PO), Paccar, Pinnacle, MVP Preferred, Fleet charge accounts, and virtual Master card (Mcard).
• Provide guidance to designated department personnel on decisions related to accidents, accident equipment removal, storage of equipment, accident clean-up, breakdown repairs, claims and repair order creation, etc.
• Act as a liaison for internal communications between designated department personnel and leadership representatives, ECCM's, Driver Leaders, CSR's, Shop employee's, and Shop Managers.
• Meet all department Key Performance Indicators (KPI's) as indicated by leadership team.
• Proactively work to assist others in achieving the organization's objectives.

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Qualifications: What you need to bring

• 2+ years mechanical knowledge/experience
• 1+ year customer service experience
• Training in conflict resolution and call center service preferred.
• Knowledge of and demonstrated ability to perform all ACT department queue skills
• Exceptional customer service and communication skills
• Ability to multitask and handle high call volume
• Advanced computer literacy and ability to type 25 words per minute
• Ability to work scheduled shift with flexibility to cover other shifts.
• Associates degree or equivalent combination of education and/or experience required.

What we offer:

Our Benefits Package includes 401k, Medical, Dental, Vision, Disability, Supplemental and Life Insurance as well as pet insurance. We also offer an Employee Stock Purchase plan, paid training, wellness programs, Flexible Spending Account, Tuition Assistance Programs (subject to change), Military Leave, and discounts with our vendors.

Volunteer opportunities to support our local communities- We have an adoration for helping others which is why we have worked hard to establish partnerships with organizations such as Children's Miracle Network and Habitat for Humanity that allow us to give back.

Training, Development & Growth Opportunities - Our success at Swift is driven by our people! Our goal is to provide a supportive environment that promotes growth and advancement. We invest the time to ensure our employees receive the best training, along with all the tools and resources to thrive.

Diversity, Equity and Inclusion - A diverse workforce allows us to achieve a dynamic business advantage where we can openly collaborate, thus bringing new ideas to the table that contribute to innovative and effective solutions. Everyone at Swift has a voice and your opinion matters.

The Company is an equal employment opportunity employer. The Company's policy is not to unlawfully discriminate against any applicant or employee on the basis of race, color, sex, sexual orientation, gender identity, religion, national origin, age, military status, disability, genetic information or any other consideration made unlawful by applicable federal, state, or local laws. The Company also prohibits harassment of applicants and employees based on any of these protected categories.