Assistant Terminal Manager

Assistant Terminal Manager

Position summary

The Assistant Terminal Manager supports the Terminal Manager in running Massachusetts towing operations and is the senior leader on site during evening and weekend shifts.

The role carries three primary accountabilities: billing accuracy and revenue recovery, HR execution for the terminal, and night and weekend operational leadership. It also carries local responsibility for safety and regulatory compliance, working within the company-wide safety program.

Essential duties and responsibilities

• Review every towing call daily for accurate pricing and complete charges, within Massachusetts State Police (MSP) rate requirements, before invoices are finalized.
• Correct billing errors and missing charges and ensure each call has complete supporting documentation.
• Document and defend chargebacks and customer disputes, track recovered revenue, and report recurring billing issues with a recommended fix.
• Interview tow operator candidates and give the Terminal Manager a written hiring recommendation.
• Maintain complete, audit-ready employee files for all MA towing employees, and write clear, thorough employee documentation.
• Serve as senior leader on site during evening and weekend shifts: supervise, coach, and train operators, and resolve driver and dispatcher issues.
• Verify a DVIR is completed before any truck operates, and escalate out-of-service findings so those trucks stay off the road.
• Walk the lot every shift to confirm trucks are fueled, safe, clean, and properly staged, and follow up on equipment below standard.
• Carry out the company safety program at MA locations and ensure compliance with DOT, FMCSA, OSHA, EPA, and state regulations.
• Serve as primary liaison with regulatory agencies during inspections and audits, conduct regular safety audits, and track corrective actions to closure.
• Coordinate the drug and alcohol testing program with HR, and act immediately when an operator is unfit for duty.
• Lead investigations of accidents, incidents, and complaints, complete a documented root cause analysis, and verify corrective actions are closed.

 

Required

• Experience supervising hourly employees in towing, transportation, fleet, or comparable field operations.
• Working knowledge of DOT, FMCSA, and OSHA requirements, including DVIRs and drug and alcohol testing rules.
• Ability to write clear, complete, professional documentation.
• Strong attention to detail with invoices, times, and records.
• Comfort with dispatch, billing, and HR software, and willingness to learn new systems.
• Availability to work evening and weekend shifts.
• Valid driver's license.

Preferred

• Experience with towing billing and MSP-regulated tow rates.
• Experience conducting incident investigations and root cause analysis.
• Prior responsibility for hiring, progressive discipline, or employee file management.
• Safety training or certification.

Work environment and physical demands

• Works on site at the Chicopee terminal, with time split between the office, the lot, and the shop area.
• Walks the lot and inspects vehicles every shift, outdoors and in all weather.
• Works around moving vehicles, heavy equipment, and towing operations.
• Works evening and weekend hours as a regular part of the schedule.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role.

This description summarizes the general nature and level of work. It is not an exhaustive list of duties, and responsibilities may change as business needs require. It does not create an employment contract or alter at-will employment.