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Position Summary:

24/7 Roadside Assistance is a core service offering for Penske's contract and rental customers. The Proactive Diagnostic Specialist is primarily responsible for coordinating and executing assignments to support the newly created Proactive Solutions (ProS) Call Center. Through the integration of analytics, maintenance history, and other relevant considerations, this role will provide the needed timely actions to impact increased vehicle breakdown prevention.

Major Responsibilities:

• Customer Communications

- Engage in customer communications daily via email and phone. communications are focused around proactive notifications towards the need for vehicle maintenance with varying severity and urgency.

• Documentation

- Provide appropriate documentation of each scenario identified that requires action. Documentation will primarily exist in the internal systems of record, as well as other normal communication channels (outlook, etc..).

• Field Maintenance Engagement

- Proactively communicate and schedule service with appropriate field maintenance associates. Develop reliable approach, rapport, and follow-up.

• Real-time problem solving

- Assess the current state of a specific process or scenario that requires action to mitigate risk or assure success. Develop and execute immediate actions (today); review results of immediate actions with Supervisor / Team and discuss lessons learned.

- Other projects as assigned by the supervisor

Qualifications:

• High School Diploma or equivalent required

• Preferred degree(s) / certificate(s) in ASE, ASA and / or TCP; Trade school or vocational school degree

• At least 3 years in a technical customer service role in similar environment: Trucking / Fleet Maintenance preferred

• Previous experience in a role utilizing Microsoft Office (Outlook, Excel, Powerpoint) preferred

• Previous experience in a role utilizing Enterprise management software: (ERP, HRIS, Footprints, Salesforce) preferred

• Previous background in Diesel or Automotive Mechanics; Customer Service; Analytics, Telematics preferred

• Regular, predictable, full attendance is an essential function of the job

• Willingness to travel as necessary, work the required schedule, work at the specific location required, complete Penske employment application, submit to a background investigation (to include past employment, education, and criminal history) and drug screening are required.

Physical Requirements:

-The physical and mental demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

-The associate will be required to: read; communicate verbally and/or in written form; remember and analyze certain information; and remember and understand certain instructions or guidelines.

-While performing the duties of this job, the associate may be required to stand, walk, and sit. The associate is frequently required to use hands to touch, handle, and feel, and to reach with hands and arms. The associate must be able to occasionally lift and/or move up to 25lbs/12kg.

-Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.

Penske is an Equal Opportunity Employer.

About Penske Truck Leasing/Transportation Solutions

Penske Truck Leasing/Transportation Solutions is a premier global transportation provider that delivers essential and innovative transportation, logistics and technology services to help companies and people move forward. With headquarters in Reading, PA, Penske and its associates are driven by a dedication to excellence and a commitment to customer success. Visit Go Penske to learn more.

Job Family: Operations

Address: 100 Kachel Boulevard

Primary Location: US-PA-Reading

Employer: Penske Truck Leasing Co., L.P.

Req ID: 2600494