Roadside Support Specialist

Overview

Roadside Support Specialist

USX HEADQUARTERS
Friday – Monday, 12:00 PM – 10:30 PM. Position open to remote:
No. Grade: HR09. Compensation Range: $19.08 - $22.47.

Who We Are: Relentlessly Delivering Big Ideas. U.S. Xpress is one of the nation’s largest asset-based trucking companies. It’s the collective brainpower of thousands of visionaries and problem-solvers that drives our technology and solutions. We are focused on reshaping the future of transportation and keeping a promise to customers and our people.
POWER OF U.S.

Why U.S. Xpress? Right Role. Right Tools. Right People. We invest in our talent from day one, providing personal and professional development opportunities, competitive pay, and benefits such as stock options, profit-sharing, 401K, and more. Be part of an organization that values out-of-the-box thinking and rewards employees for going above and beyond.

Benefits

• Medical, Dental, and Vision
• Basic/Supplemental Life
• Accidental Death/Dismemberment
• Health Savings Accounts
• Flexible Savings Accounts
• Company Paid Holidays
• Paid Time Off
• 401k with Employer Matching Contribution
• Employee Stock Purchase Plan
• Paid Parental Leave
• Short Term Incentive Program
• Employee Assistance Program
• Pet Insurance

• Receive, document, and resolve incoming driver-reported maintenance issues.
• Triage over-the-road breakdowns to identify the safest and most efficient resolution.
• Make safe and cost-effective decisions to facilitate quick repairs to maximize equipment utilization.
• Receive management approval for repair expenditures as needed.
• Quickly escalate more complex repair issues to appropriate team members.
• Secure service for road repairs.
• Respond to after-hours calls as needed.
• Assist drivers in all breakdown situations locally and OTR.
• Set up road calls and direct drivers to authorized repair facilities.
• Ensure all DOT/FMCSA regulations, local, state, and internal company procedures and standards are followed.
• Follow-up regarding repair completion and payment as needed.
• Maintain working knowledge of DOT and company safety regulations.
• Build familiarity with mechanical terminology, standard repair times and costs, and the technical platforms/systems used in daily operations.
• Stay current on incoming emails; respond promptly and professionally to drivers, vendors, and internal partners.
• Communicate clearly and accurately via phone, email, and vendor portals.
• Develop strong awareness of U.S. geography, terminal locations, and relevant local and state regulations.
• Document all maintenance events thoroughly and accurately in company systems.
• Review repair estimates and negotiate when necessary to ensure cost control and proper repair decisions.
• Enter accurate data documentation needed by the maintenance department and supporting teams such as Parts and Warranty.
• Participate in ongoing training, coaching, and one-on-one feedback sessions; accept constructive criticism and apply it to improve performance.
• Perform other duties as assigned.
• Collaborate in-person with all levels of the organization to harness collective intelligence of the workforce.
• Attend all in-person meetings and trainings on recent developments, goals, and objectives; participate by offering input and advice.
• Regularly engage remotely and in-person with customers and potential customers to establish rapport, open communication, and expectations.
• Perform other duties as requested by leadership.

Education

• High school diploma or GED equivalent required.
• Associate’s degree in a relevant technical or business field demonstrating strong computer literacy, typing proficiency, and system navigation skills (e.g., Information Technology, Computer Science, Business Technology) or Associate’s degree in a mechanical or technical field demonstrating strong mechanical knowledge and diagnostic ability (e.g., Diesel, Automotive Technology, Heavy Equipment, Industrial Maintenance, Mechanical Engineering Technology) preferred.
• Equivalent years of experience are defined as one year of professional experience for each year of college requested.

Experience

• 1+ year of experience in a call center or customer service environment required, 2+ years preferred.
• 1+ year of…