Driver Support Specialist

Job Summary:
 

The On-Site Service Support Role is responsible for driving the company’s On-Site Service and Planning Success. Ensuring efficient, organized, and timely Service. The On-Site Service Support Role oversees all activities related to Planning, Dispatching and fulfillment of work related to Servicing Portable Restrooms, Aqua Flush and Septic. This Role frequently coordinates with other departments.    

General Responsibilities:  

• Lead by example and own safe work practices and quality compliance


• Plan and organize the daily work assignments of the On-Site Service Team


• Ensure Work is Assigned and Completed on time, to include off-hour and weekend assignments. 


• Handle inbound and outbound calls to arrange service calls and dispatch Field Service Technicians.


• Interacts with drivers via telephone, email, messenger, or in person to provide support and information on products and services.


• Work directly with the Department Leader on overall workload management to ensure the optimal number of personnel to complete the work.


• Routinely perform audits on Route Utilization, Profitability, Efficiencies and in compliance with Hours of Service.


• Work with Department Manager to ensure all team members understand and follow procedures on proper communication and reporting 


• Develop and Maintain Reports to support our Department Scorecards, KPI’s, and Department Goals. Track and suggest necessary changes/improvements to the Department Manager


• Monitor Inventory and order supplies of parts/equipment/tools as needed.   

• Schedule, Assign and Follow Through with All Field Service Work Requested. 

• Provide input on team member skill assessments.    


• Maintain relationships with vendors and suppliers.   


• Heavy Coordination with Customer Support, PDI and departments as needed.  


• Handling customer complaints and service inquiries in a professional and timely manner


• Assisting with driver call-ins and providing support as needed (65%)


• Managing and resolving service cases (missed or incomplete services) to ensure customer satisfaction (15%)


• Auditing Routes (15%)


• All Other Duties as Assigned.    

   Key Performance Metrics   

• Utilization Scheduled 


• Route Completion 

• Route Profitability  


• Order Fulfillment   


• Overtime  


• Attendance  


• Complaint Resolution   

• Case Review  

Required Skills/Abilities:       

Excellent organizational and communication skills.     

Strong analytical and problem-solving skills.      

Ability to prioritize tasks.  

Ability to function well in a fast-paced environment.       

Proficient with Microsoft Office Suite.    

Education and Experience:      

1+ Years of Experience in a Field Service Environment Preferred  

1+ Years working in Planning/Dispatch Preferred 

Experience with Salesforce, Fleetio, and Lytx Systems a plus 

Excel Certified, a Plus 

Physical Requirements:       

Prolonged Periods of sitting at a desk and working on a computer 

Direct Reports      

None