Roadside Support Specialist PT

Primary Position Purpose: The Part Time Roadside Support Specialist is responsible for taking inbound driver calls, setting up and coordinating over-the-road repairs, and expediting service when situations require urgent attention. The role includes making safe, DOT-compliant repair decisions, communicating clearly via phone, email, and vendor portals, and ensuring all information is accurate and timely. This position requires strong prioritization skills, consistent phone availability, and the ability to make fast, accurate decisions while maintaining a steady, reliable workflow throughout the day. Agents must utilize the resources available to them, follow established processes, and ensure every repair request is handled efficiently and in alignment with company expectations. Position Functions: Receive, document, triage, and resolve driver-reported maintenance issues and OTR breakdowns, prioritizing safety, efficiency, and equipment utilization. Coordinate road service, direct drivers to authorized repair facilities, and assist with local and OTR breakdowns including after-hours support as needed. Review repair estimates, obtain management approval when required, negotiate costs, and follow up on repair completion and payment. Escalate complex repairs to appropriate team members and ensure timely, cost-effective resolutions. Maintain accurate maintenance documentation and data in company systems to support Maintenance, Parts, Warranty, and other teams. Ensure compliance with DOT/FMCSA regulations, local and state requirements, company safety policies, procedures, and standards. Maintain working knowledge of mechanical terminology, standard repair times and costs, U.S. geography, terminal locations, and applicable regulations. Monitor and respond promptly and professionally to emails, calls, vendor portals, drivers, customers, and internal partners. Collaborate with all levels of the organization and participate in meetings, trainings, coaching and feedback sessions to support continuous improvement. Build and maintain positive relationships with customers and potential customers through clear communication, responsiveness, and professionalism. Perform other duties as assigned or requested by leadership. 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 in such discussions by offering input and advice. Regularly engage remotely and in-person with customers and potential customers to establish rapport, open communication, and expectations.