Job Description

TEN (Transportation Equipment Network) is proud to be North America's leader in transportation equipment and solutions. As a full‑service provider, we support an industry‑leading and diverse fleet of over 80,000 trailers—including one of the largest  refrigerated trailer fleets  in the market. With 240 service bays, 118 mobile service trucks, and 430+ skilled mechanics, our network is built to keep temperature‑controlled freight moving. Backed by decades of experience, strong customer partnerships, and a forward‑looking approach, TEN delivers full‑service trailer and  refrigeration repair  solutions that keep businesses moving. About the TEN Care Incident Coordinator Position (Refrigeration Breakdown Focus)

We are seeking an Incident Coordinator specializing in  refrigeration breakdown support for our customers. In this role, you will provide essential assistance to drivers experiencing refrigeration unit failures or temperature‑control issues. You will coordinate with TEN service locations and approved refrigeration technicians, provide basic troubleshooting, and deliver calm, solutions‑oriented support to protect both the driver and the integrity of the load.

Key Responsibilities

• Serve as the first point of contact for customers experiencing refrigeration or trailer breakdowns.
• Dispatch qualified  refrigeration repair  and roadside technicians, monitoring progress through full resolution.
• Provide over‑the‑phone troubleshooting for refrigeration units (e.g., alarms, fault codes, resets, fuel levels) when possible.
• Guide drivers through temperature‑critical steps to help protect the load until a technician arrives.
• Document all interactions accurately and maintain detailed breakdown and repair records.
• Ensure customer safety, minimize downtime, and maintain strong communication throughout the service event.
• Assign approved and preferred vendors from TEN's refrigeration‑capable network and maintain professional communication until completion.
• Issue TEN reference numbers and ensure all parties are updated with repair status and next steps.
• Collaborate with internal teams for follow‑up, escalations, or additional customer needs related to refrigeration or trailer repair.

Qualifications & Skills

• Experience in c ustomer service, technical support, or crisis management is highly beneficial.
• Familiarity with  refrigeration units, fault codes, or general mechanical troubleshooting  is a strong plus.
• Ability to remain calm, think clearly, and handle time‑sensitive breakdown situations.
• Excellent verbal and written communication skills.
• Strong problem‑solving abilities with quick, logical decision‑making.
• Empathy, patience, and a customer‑first mindset.

Benefits

• Performance‑based bonus opportunities
• Medical, dental, vision, and supplemental insurance programs
• Generous PTO and paid holidays
• Equipment allowances, education reimbursements, and certification programs
• 401(k) with company match and profit sharing
• Recognition programs and service awards
• Weekly pay
• Wellness incentives

All prospective employees must pass a pre‑employment background check and drug screen.

TEN (Transportation Equipment Network) is an equal opportunity employer. All applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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