Summary
The Centralized Maintenance Operation (CMO) Representative is a member of the Fleet Operations team, serving as the primary point of contact in a call center environment, supporting site managers by coordinating vehicle maintenance and repair needs. This role enters service requests into the Fleet Management System (FMS), liaises with repair vendors, and ensures timely service delivery to maintain fleet availability and reliability. The ideal candidate is customer-service oriented, detail-driven, and thrives in a fast-paced environment.
Job Description
Service Coordination
- Receive, coordinate, monitor, and manage maintenance and repair requests with site managers and repair vendors within an assigned geographic area.
- Assign repairs to preferred, contracted vendors within Lazer's network.
- Collaborate with repair vendors to schedule service, confirm completion, and resolve issues or delays.
- Compare suggested repair times across vendors using the FMS and OEM Standard Repair Times (SRT) to validate estimates.
- Confirm warranty coverage on repairs and parts before authorizing work.
Data, Reporting, and Compliance
- Enter and maintain complete, accurate service request data in the FMS.
- Keep service records current for reliable reporting, tracking, and data-entry accuracy.
- Generate FMS reports on fleet performance, repair trends, and vendor efficiency to support continuous improvement.
- Ensure all maintenance and repair activity follows company policy, safety standards, and applicable regulations.
Vendor & Stakeholder Management
- Investigate and resolve issues related to repair timelines, cost, and vendor performance in partnership with internal and external stakeholders.
- Build strong working relationships with site managers, repair vendors, and internal teams to keep communication and service delivery running smoothly.
- Bring a customer-first mindset, adapting readily to process changes and improvement initiatives.
Team Collaboration
- Promote a business partner and ownership mindset to the team to prioritize customer service excellence, adaptability and resilience to change and continuous improvement.
- Other tasks as assigned .
#LI-REMOTE Pay Range: 60000.00-70000.00 per_year, General Benefits:
Qualifications and Experience
- High school diploma or equivalent; coursework in business administration or a related field is a plus.
- 1+ years of experience in a customer service or call center environment.
- Proficient in data entry and fleet management systems or similar platforms is a plus.
- Experience in fleet operations, maintenance coordination, or a related field preferred.
- Basic knowledge of vehicle maintenance and repair processes is an advantage.
- Previous service writing or mechanic experience required.
- Strong customer service and organizational skills.
- Excellent communication and interpersonal skills.
- Proficiency with Microsoft Office (Word, Excel, Teams, Outlook, etc.).
- Experience using or willingness to learn approved AI/LLM and automation tools is a plus.
- Must be flexible and adaptable to the ever-changing market and Lazer Logistics objectives and goals.
- Strong business acumen and entrepreneurial/commercial mindset.
- Solutions oriented with intuitive critical thinking.
- Strong ethical and integrity code.
- Ability to collaborate and work well in a fast-paced/dynamic team environment.
- Commitment to promoting diversity and inclusion with team and vendors.
- Ability to seek and navigate through challenges by maintaining optimism, respect, and dedication to Lazer Logistics' overall purpose and core values.
