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Hirschbach Motor Lines Road Assist Advisor in Dubuque, Iowa

Job Summary

The Road Assist Advisor is responsible for the coordination of non-scheduled repair assistance to operators throughout the United States. They direct vehicles to the nearest company service location or one of thousands of service providers in our computerized database. Following established guidelines the Road Assist Advisor will acknowledge a breakdown event and identify the best course of action to most efficiently and cost effectively resolve the mechanical issue. In addition, they will be aware of equipment OEM service networks, purchased component warranties and will seek to direct service plans that are most appropriate to the event.

Duties & Responsibilities

  • Coordinates each road call breakdown.

  • Updates and tracks when repairs are finalized.

  • Documents and tracks units sent to dealerships.

  • Documents each road call, and communicate statuses and repairs.

  • Timely manages inbound communication with operators.

  • Properly documents and notates requirements of each repair transaction.

  • Reports both DOT and non-DOT accidents according to proper procedures.

  • Records any issues encountered, especially those pertaining to cargo, OS&D, and injuries, then communicating them to operations, customers, and drivers.

  • Generating current and accurate night and weekend reports according to the standard order process.

  • Works closely with safety, maintenance, and operations to ensure operators comply with the policies and procedures of each department.

  • Promptly answers phone calls, e-mails, voicemails, and other questions from co-workers, customers, and drivers.

  • Maintains positive customer, driver, and carrier relations.

  • Other duties as assigned.

Talent Requirements

  • High school diploma or equivalent in education required.

  • Can communicate via e-mail, telephone, and in person with clear, correct, and effective English.

  • Understands dispatch philosophy and procedures of the company.

  • Able to persuade and motivate drivers, keeping ?customer satisfaction and driver satisfaction? as guidelines.

  • Experience using AS-400, Peoplenet, Electronic Logbooks, and Netgraf effectively is preferred.