What are the responsibilities and job description for the Lead, Xra Triage position at U.S. Xpress Enterprises, Inc.?
Lead, Xra Triage
CHATTANOOGA, TN
Wed-Sat 9:00AM-7:30PM
Position open to remote: No
Grade: HR11
Compensation Range: 22.73-28.42
Who We Are:
Relentlessly Delivering Big Ideas. U.S. Xpress is one of the nation’s largest asset-based trucking companies. But the most valuable asset we offer isn’t tractors, trailers, or even our exclusive, cutting-edge technology. It’s the collective brainpower of thousands of visionaries and problem-solvers. Together, we are revolutionizing the transportation industry by providing innovative, custom solutions. And, here, we believe in the sanctity of a promise—both to our customers, and our people. When we focus our varied talents on reshaping the future of transportation, that’s what we call the POWER OF U.S.
Why U.S. Xpress?
Right Role. Right Tools. Right People. We invest in our talent starting on day one. You will be provided with personal and professional development opportunities that complement your interests and encourage you to build a career you’re passionate about. Whether it is employee stock options, profit-sharing, 401K, professional development, or our competitive pay, we help prepare you for the future. Be part of an organization that values out-of-the-box thinking and rewards employees for going above and beyond. Curious about the other benefits of working with us? Check out other perks below!
- 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
What You’ll Do:
Responsible for resolving maintenance-related requirements received from drivers, vendors and USX entities, and communicating actions and outcomes to appropriate partners. Serves as Senior Agent on weekends and holidays, supervising Triage Agents and assisting them with day-to-day decision making. Actions taken will ensure the safety of drivers, equipment, and related freight and comply with relevant local, state, and federal regulations.
- Review and address email messages and other communication channels and take appropriate actions.
- Receive and address incoming calls via pre-defined call queues.
- Access OEM websites to review action codes from units and take appropriate steps to resolution.
- Maintain constant and concise communication with appropriate groups, including vendors and internal departments, regarding status of repair decisions and related issues.
- Ensure all DOT/FMCSA Regulations, Local, State, and U.S. Xpress procedures and standards are followed.
- Make proper notation of any occurrences handled using Cetaris Maintenance Software, AS400, and XPM.
- Obtain estimates and scrutinize repair costs; authorize repairs and work performed.
- Follow up for repair completion and payment.
- Ensure all Warranty parts are shipped and tagged to appropriate terminal.
- Code all RCC and WO events appropriately.
- Will authorize higher monetary level of work orders.
- Mentors Triage agents through coaching and example.
- Attend leadership meetings to discuss current issues and feedback from the agents.
- Constant communication with Road Maintenance leadership to provide feedback and attempt issue resolution.
- Responsible for special projects until assignments are completed such as transloads.
- Mentor and audit XRA processes.
- Perform other duties as assigned.
What We’re Looking For:
Education
- Associate’s degree in related field or equivalent experience required. Equivalent years of experience are defined as one year of professional experience for each year of college requested.
Experience
- Minimum of 5 years of experience in a call center or customer service center environment required.
- Minimum of 5 years mechanical troubleshooting required.
- Minimum of 5 years in the Transportation industry required.
- Minimum of 5 years basic automotive or heavy-duty truck & trailer experience preferred.
- Minimum of 5 years in XRA preferred.
- Previous experience with Cetaris and AS400 preferred.
Skills/Certifications
- Ability to think critically and make sound decisions with imperfect/incomplete information required
- Attention-to-detail and ability to clearly, concisely document actions required
- Excellent communication and customer service skills required
- Proficiency with Microsoft Office suite required
- Strong problem-resolution and decision-making skills
- Advanced understanding of shop environment/call center and processes
- Must be consistently capable of independently analyzing and safely resolving mechanical problems
- Basic knowledge of U.S. Geography desired
- Bi-Lingual a plus
- Demonstrates the USX competencies for First Line Supervisors
- Ability to interact with personnel in all departments at all levels
Work Environment / Physical Requirements – Normal office settings.
This job description indicates the general nature and level of work expected for this position. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities. Employees performing this job may be asked to perform other duties as required and the responsibilities of the position may change. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.
U.S. Xpress is an Equal Opportunity Employer committed to creating and maintaining a diverse workforce.
This role will remain open until it has been filled.
NA
