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Tow Operator / RecoveryPosted by: Big Sky Towing
Posted date: Apr-04-2017
Summary: Provide a high level of customer service by performing emergency road side service, towing, accident recovery, police impound towing and/or abandoned vehicle recovery using assigned truck and towing equipment in a professional, safe work manner as trained. Perform timely and correct logging with dispatch, of paperwork, daily reports and/or necessary documentation.
Smile and enjoy your job! You are a "Hero of the Highway"!
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Respond to call dispatched to you in a safe, timely manner. provide roadside assistance in a safe, professional manner; free of accidents, injuries and damage.
Communications with dispatch should be professional and informative as relates to information necessary to document your status in servicing a call as well as accurate ETA's when requested.
Your Primary Goals a Tow Truck Operator is to provide a high level of customer service and your efforts must be professional and ethical.
You are expected to professionally and safely perform emergency road service duties as may be dispatched to you, such as, but necessarily limited to:
* Changing flat tires or airing up tires that are just low on air.
* Perform lock out procedures for customers who have locked their keys
Inspect truck and related equipment, tools, rigging inventory and complete and turn-in your pre-shift inspection prior to beginning duty each day.
Maintain truck fluids levels according to manufacturer standards and note quantities added on the pre-inspection sheet.
Perform minor truck service/maintenance activities as may be requested by management.
Trucks are to be kept clean inside and out. Tools and equipment are to be stored in the designated locations and kept in workmanlike condition. Any tools or equipment damaged or missing must be reported to management immediately.
Safe driving behavior is a must. Obey all traffic laws, drive defensively, always wear your seat belt, remember our 4 second following rule, minimize backing and left turns.
Keep the truck(s) fuel tanks half full at all times.
Maintain the storage yard in a clean and orderly manner. All trash, cigarette butts, plastic bottles and extra rags or clothes must be properly disposed of and not left in the truck or on the ground.
Secure the storage yard by ensuring the gate closes when leaving. This means keep gate closed at all times!!!
Attend safety meetings and training classes as scheduled.
WORKTIME: 7:30am REPORT & HAVE TRUCKS READY TO ROLL BY 8:00AM. Arrive at work on time daily, ready for duty when shift starts.
Be well groomed, wearing a clean uniform, belt, black or brown work boots, with shirt tucked in. Look clean and professional at all times. Only company identity hats or caps may be worn while on duty.
Invoices and paperwork must be prepared completely, correctly and on time for processing by the accounting staff.
Complete and turn-in "Daily Driver Report" each shift. All related invoices and payment must be included too.
* Greet the member with your business card
* Hear the customer out
* Empathize, show you care
* Confirm information & provide service options
Smile and Greet the customer. Remember they are having a bad day.
Set goals and work according to your "Driver Performance Plan"
Perform other duties, including, but not limited to, cleaning trucks, office, shop and/or yard as requested by management.
Competencies: To perform the job successfully, an individual should demonstrate the following competencies:
Equipment: Wheeled lift operation, Flatbed operation, J hooks, cluster hooks, basket straps, wheel straps, safety chains, motorcycle straps, chain binder, snatch blocks, wire rope, tie down rope, wrenches, shovel, broom, wood, floor jack, lug wrench, pry bar, safety flare, sorbent bucket, lock-out tools, fuel cans, dolly, frame forks, axle straps, pintle hitch, ball hitch, fifth wheel hitch, converter, chain binder, tire chains, battery cables, portable jumper box, fire extinguisher and knowledge to properly use all tools and equipment to provide services required by job.
Charges: The first 15 minutes are included in the Wrecker Service Rate there after it is $25 per 15 minutes and after the hour it is the regular hourly fee of $100 per hour. Oil Dry is $10 per bag.
Problem Solving -Uses reason even when dealing with emotional topics.
Customer Service: Manages difficult or emotional customer situations, responds promptly to customer needs, solicits customer feedback to improve service, professionally responds to request for service and assistance, meet all commitments.
* Respond to customer's needs
* Explain the service procedure
* Conclude the service & Thank Member
Judgment: Display willingness to make decisions, exhibit sound and accurate judgment, support and explain reasoning for decisions, include appropriate people in decision -making process, make timely decisions. Need help, then ask for help.
Motivation: Set and achieve challenging goals, demonstrate persistence and overcome obstacles, measure self against standard of excellence.
Planning/Organizing: Use time efficiently and productively.
Professionalism: Approach others in a tactful manner, react well under pressure, treat others with respect and consideration regardless of their situation or position, accept responsibility for own actions, follow through on commitments.
Quality: Demonstrate accuracy and thoroughness, look for ways to improve and promote quality, apply feedback to improve performance, monitor your work to ensure quality.
Quality: Meet productivity standards, complete work in timely manner, strive to increase productivity, work quickly and safely.
Safety and Security: Observe safety and security procedures, determine appropriate action beyond guidelines, report potentially unsafe conditions, use equipment and materials properly.
Adaptability: Adapt to change in the work environment, manage competing demands, change approach or method to best fit the situation, able to deal with frequent change, delays, or unexpected events.
Attendance/Punctuality: Is consistently at work and on time, ensure work responsibilities are covered with absent, arrive at meetings and appointments on time.
Dependability: Follow instructions, respond to management direction, take responsibility for own actions, keep commitments, commit to long hours of work 4
when necessary to reach goals, complete tasks on time or notify appropriate person with an alternate plan.
* Possess basic mechanical aptitude.
Initiative: Volunteer readily, undertake self-development activates, seek increased responsibilities, look for and take advantage of opportunities, ask for and offer help when needed.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Possess correct and valid driver's license and class endorsement for weight of vehicle assigned.
* Successfully pass drug tests in compliance with Company Policy, Federal Motor Carrier Safety Regulations and Company's contractual requirements.
* Must submit to pass background check as per Company Policy and Company’s contractual requirements.
* Possess TDLR certification and/or be willing to attain said certification.
* The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience: High school diploma or general education degree (GED), or one of three months related experience and/or training, or equivalent combination of education and experience.
Language Skills: Must possess the ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Must possess the ability to write routine reports and correspondence. Must possess the ability to speak effectively before groups of customers or employees of organization.
Mathematical Skills: Must possess the ability to add, subtract, multiply and divide.
Reasoning Ability: Must possess the ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Must possess the ability to deal with problems involving a few concrete variables in standardized situations.
Certificate, Licenses, Registration: Must maintain a current driver's license appropriate for weight of equipment to be operated and certification from the TDLR.
Other Skills and Abilities: A general understanding of vehicle mechanics, or the ability to make minor repairs to auto mobile such as, installation of a spare tire, battery changing or replacement and oil change.
Other Qualifications: Driving record must meet the requirements of company insurance carrier and company fleet safety program. Driver must also meet the driver qualification standards set for by the DOT.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
* While performing the duties of this job, the employees is regularly required to use hands to finger, handle, or feel and talk or hear. The employee is frequently required to stand, walk, reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must be able to sit in vehicle seat for extended periods, perform a significant amount of driving, bending, lifting, twisting, climb or balance, and listen to and respond to radio and phone communications.
* The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.