Job Description

General Responsibilities

Donlen, a Hertz company, is the fleet industry's most customer-centric and technically-integrated provider of financing and fleet management solutions. Donlen develops innovative fleet management technology solutions and offers a proactive, hands-on approach to customer service. For more than 50 years, Donlen has empowered its customers to focus on their core business and drive continuous improvement in their fleet's operational and financial performance. Headquartered in Bannockburn, Illinois, Donlen is a wholly owned subsidiary of Hertz Global Holdings. For more information about Donlen's best-in-class fleet management solutions, visit www.donlen.com.

The Maintenance Specialist is dedicated to managing and reviewing authorization requests for their assigned customer(s) with unique equipment and/or special handling needs. This role reviews purchase orders that are above the approval limit according to the customers' requirements while providing their expert opinion to ensure the customer is making the best business decisions in maintaining their fleet. Ensuring repairs and/or scheduled preventative maintenance are completed at a competitive cost, timely manner and reduces the risk of future breakdowns. Sourcing and quoting powertrain and high dollar vehicle components to provide alternative repair options to the customer. The Maintenance Specialist is also responsible for managing additional ancillary services such as Downtime Management and handling associated CARE cases for their assigned customer(s).

Core Functions

o Receive inbound phone calls and/or electronic transactions for high dollar repairs.

o Purchase order negotiation and cost containment.

o Reviewing authorization requests with or on behalf of the client.

o Ensuring vehicles are compliant with state and federal inspections.

o Prompt follow-up with fleet contact(s) and service vendors.

o Rapidly handle customer inquiries so that problems are solved and customers are

satisfied.

o Maintaining customer relationship and satisfaction of services.

o Pursuit of manufacturer warranty, extended warranty, policy adjustment and service

vendor warranty.

o Handling CARE inquires for their dedicated customer(s).

Downtime Management Functions

o Administer Fleetweb tracking application, carefully managing the timeline of repairs

comparing estimated completion date/time and actual completion date/time.

o Negotiates with vendors to prioritize and reduce vehicle downtime.

o Obtains status updates from arrival through completion from each vendor.

o Keeps accurate commentary for each vehicle so status is clearly identifiable.

o Communicates status change updates to the customer.

o Produces reports that identify downtime at each vendor and summarize total length of each downtime event.

o Follows up with mechanical, dealer, roadside, powertrain, and other vendors to manage downtime and assure that the estimated time of completion is met.

o Brings new ideas and/or process improvement recommendations to the table to further improve or expand the product offering.

CARE Functions

o Manages and responds to all inquiries for their dedicated customer(s) within the specified commitment date & time identified in the case.

o Documents all customer issues, complaints, or inquiries into the CARE platform

o Monitors request types and issues to identify areas of improvement to prevent repeat events

Additional Responsibilites

o Provides back-up support to the Warranty Administrator and Senior Maintenance Truck

Specialists

o Assists management with alternate projects or reports as needed

o Assists with creating or updating training material as well as the delivery of training to the staff

Essential Requirements

o High School Diploma or equivalent required.

Preferred Requirements:

o Truck technician and truck mechanic experience.

o Current ASE Certifications as required in at least two areas of related repair.

o Strong results orientation with the proven ability to consistently meet and exceed goals

o Capable of making commitments, setting priorities and delivering results on time and on budget

o Excellent organizational and presentation skills.

o Demonstrated interpersonal skills

o Ability to read and comprehend instructions, effectively present information to customers, drivers, vendors and other employees.

o Excellent phone and written communication skills. Must be able to demonstrate these skills on a

daily basis.

o Combination of teamwork and independence. In this role, you will be a part of a customer service

team, yet you will be asked to work independently to accomplish your tasks as well.

o Detail-oriented and organized.

o Excellent negotiation skills.

o Ability to work in a fast paced environment.

o Basic aptitude of Microsoft Office applications - Word, Excel, Outlook etc.

o Must be able to accurately type a minimum of 30 words per minute.

o Understanding of basic math skill principals and be able to calculate percentages and discounts.

o Ability to provide sound problem solving.

o Ability to apply tools to understand and improve business processes.

o Ability to translate customer needs into actionable detailed business requirements

o Multilingual is a plus

Donlen is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.

Donlen is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, marital status or domestic partnership status, disability, protected veteran status or military status, genetic information, or any other category protected under applicable law. Donlen is committed to taking affirmative steps to promote the employment and advancement of minorities, women, persons with disabilities and protected veterans.