Heavy-Duty Towing & Recovery Technician

Description

POSITION SUMMARY

Safely and effectively performs heavy-duty towing, recovery, and emergency roadside assistance for commercial vehicles and heavy equipment. Utilizes sound judgment, technical expertise, and proper recovery techniques to ensure successful service outcomes while minimizing risk. Maintains compliance with company procedures, DOT regulations, and industry safety standards while delivering prompt, reliable, and customer-focused service.

ESSENTIAL FUNCTIONS

Safe Towing and Recovery Operations

• Complete 98% or more of all towing and recovery assignments without preventable accidents, property damage, or safety violations.
• Maintain zero OSHA-recordable incidents attributable to operator negligence.
• Achieve 100% compliance with company recovery and towing procedures during audits and inspections.

Response Time and Dispatch Performance

• Respond to dispatched calls within 5 minutes of assignment acknowledgment.
• Meet or exceed established arrival-time standards on 90% or more of calls, accounting for traffic and weather conditions.
• Maintain a dispatch acceptance rate of 95% or greater for assigned calls.

Schedule Reliability and On-Call Availability

• Maintain 95% attendance and punctuality for scheduled shifts.
• Fulfill 100% of assigned on-call rotations unless approved leave is authorized.
• Respond to on-call notifications within 15 minutes during assigned availability periods.

Recovery Assessment and Equipment Use

• Perform and document proper recovery assessments on 100% of recovery and up righting incidents.
• Achieve zero incidents of improper attachment or rigging resulting in vehicle, customer, or equipment damage.
• Demonstrate successful completion of annual recovery skills evaluations with a score of 90% or higher.

Documentation and Invoicing Accuracy

• Complete service documentation and invoicing within 24 hours of service completion for 95% or more of jobs.
• Maintain an invoice accuracy rate of 98% or higher with minimal billing corrections required.
• Ensure 100% compliance with required customer signatures, photos, and supporting documentation.

Tow Truck and Equipment Maintenance

• Maintain assigned truck and equipment in inspection-ready condition with a score of 90% or higher on random inspections.
• Complete preventive maintenance reporting within 24 hours of identifying deficiencies.
• Record zero preventable equipment failures due to neglected maintenance.

Pre-Trip Inspections

• Complete and submit pre-trip inspections on 100% of scheduled workdays.
• Report safety-related defects immediately and no later than the end of the shift.
• Achieve 100% compliance with inspection documentation requirements.

Professional Appearance and Conduct

• Meet company uniform and appearance standards on 100% of scheduled shifts.
• Receive no more than one substantiated customer or management complaint per review period related to professionalism.

Yard, Shop, and Office Support

• Complete 95% or more of assigned non-driving tasks by the required deadline.
• Participate in yard, shop, and facility upkeep activities as assigned with satisfactory performance ratings from supervisors.

Safety Training and Compliance

• Attend 100% of mandatory safety meetings and training sessions unless excused by management.
• Complete all required certifications and refresher training before expiration dates.
• Maintain 100% compliance with hazardous materials handling procedures.

Communication and Operational Effectiveness

• Maintain functional radio and phone communication throughout the shift and respond to dispatch communications within 5 minutes.
• Accurately relay status updates and job completion information on 95% or more of assignments without correction.

Teamwork and Workplace Attitude

• Achieve a rating of Meets Expectations or higher on teamwork and cooperation…