Description
Reporting to the Technical Services & Projects Manager, the Emergency Service Coordinator is responsible for organizing on-road repairs for requests received by telephone, satellite, e-mail or any other means. He/she either organizes an on-road repair service or refers the driver to a mechanical workshop (internal or external). To ensure quality repairs and save time and money, he must use our network of contacts. He or she must also ensure that equipment on the road is repaired as quickly as possible, giving the driver all the support he or she needs to deliver the goods on time.
40-hour week, daytime schedule
Saturday-Sunday: 8am - 8pm
Monday to Friday daytime: flexible schedule from 16 hours to fill during the week
Your responsibilities will be as follows:- Respond to calls and e-mails related to the support line concerning breakdowns, mechanical breakdowns, accidents and incidents, as well as hazardous material spills;
- Organize and take charge of roadside repairs and/or towing, and follow up rigorously on the situation;
- Notify and interact with emergency services in the event of serious incidents/accidents;
- Communicate information to dispatchers/operations for delivery times and evaluate options to meet deadlines;
- Analyze and ensure compliance of procedures used during events/complaints;
- Follow-up on preventive maintenance of equipment repaired by subcontractors or dedicated fleets;
- All other related tasks.
- One year's call center experience;
- Knowledge of heavy vehicle mechanics (an asset);
- Excellent customer service, both internal and external;
- Ability to make quick, sound decisions;
- Ability to manage priorities in a stressful situation;
- Strong sense of urgency and ability to work under pressure.
Groupe Robert is proud to support the diversity of its employees through its terminals in Quebec and Ontario. Women, visible and / or ethnic minorities or people with disabilities will always be welcome to apply, because at Groupe Robert, the diversity of our employees is the link in our logistics chain that makes us even stronger!
