XRA Solutions I Agent

What You’ll Do: Responsible for handling more complex over-the-road problems and repairs set for follow up by the XRA Triage Agents. Addresses and documents related requests from drivers, associated vendors, and various enterprise-wide entities within maintenance software setting continuous checkpoints to monitor progress of issue until resolved. · Utilize daily automated reporting tools to coordinate workflow within a designated service region(s). · Outbound calls to drivers and vendors to track progress and determine if additional action is needed to move issue towards resolution or if work order can be closed in the system. · Field incoming calls and emails from internal departments and vendors regarding tractor or trailer repair including, but not limited to, status updates and projected completion times. · Prioritize and proactively work recovery reports to verify status of reported lost tractors and trailers; if recovered, take steps to restore tractors/trucks to clean and working order and then refer to the Equipment Coordinators. · Coordinate with Xpress parts group to expedite necessary mechanical parts that are backordered or difficult to find. · Document details of upcoming and completed repairs in Cetaris RCC Module and Work Order. · Fill out Work Order accurately, employing designated coding conventions and reflecting cost of estimated work performed. · Work in tandem with the Warranty Department to review estimates and/or invoicing from repair facilities and negotiate pricing, warranty, or policy. · Provide call center backup for Xpress Triage Agents when hold times or volume is high; as workload allows, proactively provide assistance by answering the vendor line to help expedite work related to open orders. · Refer more complex situations dealing with dealer repairs to the XRA Solutions II Agents. · Attend training sessions of varying scope and length regarding maintenance technologies and processes proprietary to USX. · Generate reporting on trends or downed equipment details as requested by management. · As time allows, refer quality issues for Triage Agents to Supervisors or Department Trainer · Abide by all Federal and State regulations when making decisions. · Perform other duties as assigned.