Breakdown Controller

SUMMARY:
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POSITION INFO:

About the Role:

We are seeking a highly organized and efficient Breakdown Controller to join our dynamic team. In this role, you will be responsible for managing and coordinating roadside assistance and breakdown services for our clients. As the primary point of contact during vehicle breakdowns, you will play a critical role in ensuring timely, effective, and customer-focused support.

Key Responsibilities:

• Response Coordination: Receive and manage incoming breakdown calls, assess the situation, and dispatch the appropriate assistance quickly and efficiently.
• Resource Management: Monitor the availability and location of service vehicles and allocate resources to ensure minimal downtime.
• Communication: Maintain clear and ongoing communication with clients, technicians, and service providers, updating all parties on arrival times, job progress, and any delays.
• Problem-Solving: Analyze breakdown situations to determine the best course of action, utilizing knowledge of mechanical and logistical processes.
• Documentation: Accurately log call details, job status, and completion times into the tracking system, ensuring records are up-to-date and complete.
• Customer Service: Provide a high standard of customer service, demonstrating empathy, professionalism, and patience, especially during high-pressure situations.

Requirements:

• Experience: Previous experience as a Breakdown Controller or similar role in the automotive or transportation industry is highly desirable.
• Knowledge: Familiarity with vehicle mechanics, breakdown procedures, and dispatch systems.
• Skills: Strong organizational skills, excellent verbal communication, and the ability to multitask under pressure.
• Technical Proficiency: Comfortable using dispatch software, GPS, and tracking systems.
• Availability: Willingness to work flexible hours, including weekends and evenings if needed.