Lead Breakdown Coordinator

Job Title: Lead Breakdown Coordinator
Company: Rocky Mountain Truck Centers
Location: Multiple Locations (Remote/Dispatch Center Options May Apply)
Department: Roadside Assistance / Dispatch
Position Type: Full-time, Non-Exempt (Hourly)
Reports To: Branch Manager or Director of Operations

About Rocky Mountain Truck Centers

Rocky Mountain Truck Centers (RMTC) provides 24/7 roadside assistance, towing and recovery, and truck repair services to commercial fleets and owner‑operators. Our Breakdown Coordinators are the “nerve center” of the company, managing critical events and keeping drivers, fleets, and technicians moving safely.

Position Summary

The Lead Breakdown Coordinator oversees the intake, dispatch, and real‑time management of emergency service requests (breakdowns, tows, roadside repairs) across assigned locations. This role combines hands‑on dispatching with leadership responsibilities: coaching other coordinators, monitoring KPIs, and ensuring that every event meets RMTC service level standards.

The Lead Breakdown Coordinator is responsible for:

• High‑quality intake and triage of breakdown calls
• Efficient, accurate dispatch to technicians and wrecker operators
• Live monitoring of ETAs, updates, and completion
• Protecting customer experience, safety, and profitability on every event
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  Key Responsibilities
  
  Event Intake & Triage
  
  
• Answer inbound calls from fleets, drivers, brokers, and internal teams in a professional, calm, and urgent manner.
• Gather complete and accurate information for each event (location, unit details, symptoms, safety risks, customer requirements, payment/PO information).
• Classify and prioritize calls based on safety risk, customer commitments, and SLA standards.
• Set clear expectations for ETA, pricing, and next steps with customers and drivers.
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  Dispatch & Live Event Management
  
  
• Assign events to the appropriate technician or wrecker operator based on skills, equipment, proximity, and workload.
• Monitor real‑time GPS and status updates to ensure events are accepted and en‑route within defined timeframes.
• Track ETAs, adjust as needed, and communicate changes proactively to customers and internal stakeholders.
• Ensure “no call goes dark”: maintain consistent outbound updates and check‑ins throughout each job.
• Escalate safety‑critical or at‑risk events to the Branch Manager or Director of Operations as needed.
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  Leadership, Coaching & Quality Control
  
  
• Serve as the first point of escalation for other Breakdown Coordinators on complex calls, upset customers, or at‑risk SLAs.
• Coach coordinators on call handling, probing questions, documentation quality, and tone.
• Review call logs, notes, and event outcomes for completeness, accuracy, and adherence to scripts and SOPs.
• Help manage scheduling and coverage for the coordinator team to ensure 24/7 coverage.
• Provide feedback to leadership on staffing needs, training gaps, and process improvements.
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  KPI & SLA Ownership
  
  
• Monitor and help drive key roadside performance metrics, which may include:
  
• Call answer time and abandonment rate
• Event acceptance time from initial request
• ETA variance (promised vs. actual)
• Roadside completion/close rate
• Dispatch connected/acknowledged rates
• Identify events at risk of missing SLA and take timely corrective action (reroute, reassign, escalate).
• Support accurate daily and weekly reporting on call volume, outcomes, and performance trends.
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  Communication & Documentation
  
  
• Capture detailed, clear notes for every call and event, including symptoms, instructions, approvals, and outcomes.
• Ensure that all required fields, checkboxes, and status updates are completed in company systems.
• Communicate proactively with Service Advisors, Branch Managers, and technicians about event status and customer expectations.
• Use professional, concise written and verbal communication in all channels (phone, chat, email, and system notes).
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  Safety & Risk Management
  
  
• Identify and prioritize high‑risk situations (e.g., truck stopped in live lanes, hazardous weather, limited shoulder, driver safety concerns) and follow escalation protocols.
• Reinforce company safety expectations with drivers and technicians (use of PPE, safe staging areas, towing/recovery safety).
• Immediately escalate any incidents, near‑misses, or safety concerns to leadership.
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  Qualifications
  
  Required
  
  
• 2+ years of experience in dispatch, call center, breakdown coordination, emergency roadside, transportation, or a closely related field.
• Strong multitasking ability: comfortable managing multiple active calls/events at once in a fast‑paced environment.
• Excellent communication skills (clear, calm, and professional under pressure).
• High attention to detail with strong documentation and typing skills.
• Comfort with computer systems, GPS/telematics maps, and multi‑application workflows.
• Ability to work nights, weekends, and holidays as part of a rotating schedule in a 24/7 operation.
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  Preferred
  
  
• Experience in trucking, heavy‑duty repair, towing, or fleet operations.
• Prior experience in a lead, senior, or trainer role within a dispatch or call center environment.
• Familiarity with basic truck terminology and common breakdown scenarios.
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  Work Environment & Schedule
  
  
• Fast‑paced, high‑volume dispatch/call center environment (onsite, hybrid, or remote depending on location).
• Heavy use of computers, headsets, multiple monitors, and phone systems.
• Extended periods of sitting and focusing on screens, with regular use of keyboard and mouse.
• Rotating shifts, including nights, weekends, and holidays; overtime may be required during peak periods or severe weather.
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  If you need a reasonable accommodation to perform the essential functions of this job or to participate in the hiring process, please contact Human Resources.
  
  Compensation & Benefits
  
  
• Competitive hourly pay, depending on experience and location.
• Eligibility for benefits such as health insurance, 401(k), and paid time off, subject to plan terms and waiting periods.
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  Pay Transparency (Multi‑State):
  Actual pay may vary based on location, experience, skills, and shift. Where required by law, a specific pay range and a summary of benefits will be provided in this posting or during the hiring process, consistent with applicable state and local pay transparency laws.
  
  Background Check & Drug/Alcohol Testing
  
  Employment in this position may be contingent upon:
  
  
• Successful completion of a background check, conducted in accordance with the Fair Credit Reporting Act (FCRA) and applicable state/local laws.
• Compliance with company drug/alcohol testing policies where applicable and permitted by law.
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  Equal Employment Opportunity
  
  Rocky Mountain Truck Centers is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, pregnancy, marital status, protected veteran or military status, or any other status protected by applicable law.
  
  We provide reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs, in accordance with applicable law.
  
  At‑Will Employment
  
  Nothing in this job posting is intended to create a contract of employment for any specific duration. Where permitted by law, employment with Rocky Mountain Truck Centers is “at‑will,” meaning that either the company or the employee may terminate the employment relationship at any time, with or without cause or notice, subject to applicable legal requirements.