TRAC Intermodal

  • Service Center Director - Interstar

    Job Locations US-KY-Florence
    # of Openings Remaining
    1
  • Overview

    As a key member of the FYX leadership team, the Service Center Director will be responsible for developing and leading a world-class customer and vendor service center for TRAC Intermodal’s emergency road service business unit. Key focus areas will include leading the transition from a telephone-centric business model to a technology-centric business model, developing an outstanding leadership team, implementing best practices to ensure optimal service center performance, and ensuring service center performance versus objectives. The Director will also work closely with the FYX leadership team to develop and implement strategies to maximize marketplace opportunities in the emergency road service industry.

    Responsibilities

    • Meet or exceed all financial, operational and organizational objectives.
    • Evaluate current leadership, processes and performance metrics, and create a strategy with milestones and key deliverables to quickly improve the operational performance of the service center.
    • Evaluate the service center’s leadership structure and organization, and create a process to develop current and potential leaders. Upgrade as appropriate.
    • Define the key elements of a world class service center and develop/implement a plan to achieve.
    • Evaluate the current training program for new hires and current team members. Revise as needed.
    • Develop a highly engaged and motivated service center team. Ensure the service center culture is high performing, customer centric and exemplifies a world class organization.
    • Continuously evaluate and upgrade policies, practices and procedures and remain current with industry best practices.
    • Drive the transition from a traditional people-centric call center to a technology-centric customer and vendor service center. Ensure appropriate Change Management processes are in place.
    • Continuously evaluate opportunities to leverage technology that will enhance the FYX brand, create a great customer and vendor experience, maximize profitability and improve organizational effectiveness.
    • Work closely with the commercial team to assess and implement strategies that will expand current customer segments and develop new customer opportunities.

    Qualifications

    • Minimum 10 years’ experience leading highly successful customer service center organizations. Experience in leveraging technology to improve the customer experience highly preferred. Experience in the transportation and logistics industry highly preferred.
    • Bachelor’s degree in an appropriate field; advanced degree preferred.
    • Formal training and experience in process improvement and change management preferred.
    • Knowledge of and experience with service center technologies, best practices and processes to ensure performance exceeds expectations.
    • Excellent track record of developing highly effective cross-functional partnerships.
    • Recognized as an inspirational leader with a track record of developing engaged, high performing teams. Track record must include the successful identification and development of leaders.
    • Superior communication and presentation skills. Must be comfortable internally and externally, at all organizational levels.
    • Expert analytical skills and strong financial acumen.
    • High sense of urgency, nimble and customer (internal and external) centric.
    • Travel is expected, as necessary. Evening and weekend work occasionally required to support 24/7/365 organization

    More About Us

    Since 1983, TRAC Interstar has been providing expert roadside assistance solutions to the trucking industry. With a proven performance, built on the shoulders of technological innovation and responsive customer service, TRAC is a one-stop solution for fleet road service needs across North America.  From small owner-operators to fleets with thousands of pieces of equipment, TRAC Interstar ensures your emergency breakdowns are handled with industry-leading quality and responsiveness. Our solutions and innovative technology give you protection, whenever you’re on the road.  With experienced service coordinators, the latest mapping systems, and streamlined repair processes, our operations center is designed to support your fleet, anytime of day or night.

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