Director, 24/7 Roadside Assistance


: $105,360.00 - $158,170.00 /year *

Employment Type

: Full-Time


: Executive Management

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Position Summary:

24/7 Roadside Assistance is a core service offering for Penske s contract and rental customers. An in-house team of 215 individuals are tasked at keeping our customers moving using the most expeditious means possible while delivering an excellent customer experience. This team handles over 320,000 road calls per year and spends over $97MM dollars annually. Leadership of this team, its functions of training, quality, customer experience, supervision and execution requires constant focus and attention. This role also involves a fair amount of problem solving and interaction with customers and Penske field associates in regards to their experiences with road call events.

This position is located at our Corporate offices in a beautiful country setting 7 miles South of Reading, PA which is a convenient commute with ample free and easy parking.

2675 Morgantown Rd Reading, Pennsylvania

Major Responsibilities:

Strategically manage call center staffing levels by coordinating work force management predictions, recruiting timelines, and training coordination. Consistent state of readiness, trained staffing to meet expected call volumes.

Work directly with customers and the account manager to solve OTR issues and formulate long term solutions to meet their needs when applicable. Participate in conference calls, meetings and customer visits as situation calls for.

Work to ensure associate satisfaction remains high through championing communication and effective interpersonal skills by all management. Also by ensuring the department has strong training and developmental mechanisms.

Positive engaged workforce. Consistent call quality scores by new and tenured associates.

Work directly with the field organization to ensure the integration of services and capture of opportunities for 24/7 to meet customer needs. Complete solutions which are embraced by the field organization.

Champion/Lead initiatives as they pertain to process improvement, technology updates, and associate satisfaction. Well designed and effectively implemented solutions.

Work with other departments to coordinate with or support their initiatives. Or ensure they are aware or can contribute to the department s initiatives. Foster a culture of teamwork.

Other projects as assigned by the VP



Bachelors degree required

10 years of experience successfully leading a group of direct reports is required

Prior experience making policy and procedural decisions required

Strong customer service skills required

Must have previously made financial decisions which impact the departmental budget

Must have good problem solving skills

Strategic mindset required

Ability to effectively communicate at all levels is required

Must have strong organization skills

Very strong interpersonal skills required

Regular, predictable, full attendance is an essential function of the job

Willingness to travel as necessary, work the required schedule, work at the specific location required, complete Penske employment application, submit to a background investigation (to include past employment, education, and criminal

history) and drug screening are required.

Physical Requirements:

The physical and mental demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals

with disabilities to perform the essential functions.

The associate will be required to: read; communicate verbally and/or in written form; remember and analyze certain information; and remember and understand certain instructions or guidelines.

While performing the duties of this job, the associate may be required to stand, walk, and sit. The associate is frequently required to use hands to touch, handle, and feel, and to reach with hands and arms. The associate must be

able to occasionally lift and/or move up to 25lbs/12kg.

Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.

Penske is an Equal Opportunity Employer.

About Penske Truck Leasing

Penske Truck Leasing Co., L.P., headquartered in Reading, Pennsylvania, is a partnership of Penske Corporation, Penske Automotive Group and Mitsui & Co., Ltd. A leading global transportation services provider, Penske operates a

premier fleet of vehicles and serves its customers from locations in North America, South America, Europe, Australia, and Asia. Penske s product lines include full-service truck leasing, contract maintenance, commercial and consumer

truck rentals, used truck sales, transportation and warehousing management and supply chain management solutions. Visit to learn more.

Work Locations: 100 Kachel Boulevard Reading, PA 19607

Primary Location: United States-Pennsylvania-Reading

Zip: 19607

Job: Other Corporate

Penske (Oracle) Job Name: Other Corporate

Req ID: 1914915
Associated topics: administrative, administrative assistant, asso, associate, beverage, front office, food, operation, operational support, support * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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