Senior Truck Mate Support Specialist

Duties and ResponsibilitiesTruckMate Application Support and Administration
Serve as Tier 2/3 support for TruckMate. Own incidents through to root cause and resolution, escalating to Trimble only when required.
Configure, maintain and troubleshoot core modules: Customer Service/Order Entry, Dispatch, Billing, Rating, AR/AP, Driver and Carrier Settlements, Interliner, Maintenance and Mobile Communication.
Manage user profiles, security roles, permissions, code tables, system defaults and application configuration options.
Test upgrades, patches, bug fixes and configuration changes in the sandbox before production release. Coordinate deployment with Trimble.
Support integrations with Omnitracs, TGI, Microsoft Dynamics 365 and other connected systems.
Manage Trimble support tickets, SLAs and technical escalations.
EDI
Monitor and support EDI with customers, carriers and trading partners (204, 210, 214, 990, 997), resolving failed, rejected or missing transactions.
Analyze, build and modify EDI maps between trading-partner files and TruckMate.
Onboard new trading partners: mapping, coordinated testing with partner IT, go-live and post-go-live monitoring.
Maintain EDI documentation and run regular EDI health checks to keep billing and status updates flowing.
SQL and DB2 Database
Write and optimize SQL queries, views, stored procedures, triggers and functions against the TruckMate IBM DB2 database (and MS SQL where applicable).
Perform controlled data fixes, data validation and integrity checks with full documentation and approval.
Monitor database performance and work with IT Infrastructure on backups, tuning and disaster recovery for TruckMate.
Crystal Reports and Reporting
Design, build and maintain operational, financial and compliance reports in Crystal Reports and TruckMate's native reporting tools.
Deliver KPIs for leadership, such as on-time delivery, revenue per mile, detention, billing turnaround and EDI exceptions.
Act as the single source of truth for TruckMate report logic and data definitions.
Command Center and DAWG Alerts
Configure and maintain TruckMate Command Center to monitor critical processes, queues and exceptions.
Design, build and tune DAWG alerts and automated notifications for Operations, Billing, Finance and IT, such as unbilled loads, missed status updates, EDI failures and credit holds.
Review alert performance regularly, retire noise and add alerts where gaps are found.
Continuous Improvement
Partner with Operations, Dispatch, Billing and Finance to map workflows and identify automation and efficiency opportunities.
Streamline or eliminate manual processes using TruckMate configuration, scripting, DAWG alerts and reporting.
Lead TruckMate initiatives such as module rollouts, workflow redesigns and integrations, with clear plans, milestones and stakeholder updates.
Track recurring tickets and fix root causes rather than symptoms.
User Support, Training and Documentation
Act as the senior point of contact for TruckMate users. Mentor and back up junior IT support staff.
Prepare and deliver user training, SOPs, quick-reference guides and a TruckMate knowledge base.
Provide after-hours and weekend support for critical TruckMate issues as required.
Perform other related duties as assigned.
Requirements and Qualifications
Degree or diploma in Computer Science, Information Systems, Logistics or Business, or equivalent experience.
5+ years of hands-on TruckMate TMS support or administration, ideally in a 3PL, freight forwarding or trucking environment.
Deep working knowledge of TruckMate modules, especially Order Entry, Dispatch, Billing, Rating, AR/AP and Settlements.
Strong SQL: complex queries, stored procedures, triggers and functions, with direct IBM DB2 experience.
Proven EDI experience (204, 210, 214, 990, 997), including mapping, testing and trading-partner onboarding.
Advanced Crystal Reports development.
Hands-on experience configuring TruckMate Command Center and DAWG alerts.
Solid understanding of transportation operations: order entry, dispatch, billing, carrier management, LTL and truckload.
Valid driver's licence and ability to travel to Remco locations as needed.
Working conditions: office-based in Mississauga, with on-call, after-hours and weekend support for critical TruckMate issues.
Assets and Core CompetenciesAssets
Experience with Omnitracs, TGI, Microsoft Dynamics 365 or WMS integrations.
Power BI or SSRS;
VB.NET or scripting experience.
Working knowledge of Windows Server, SQL Server and networking basics.
Lean, Six Sigma, PMP or Agile certification.
Core competencies
Strong analytical and root-cause problem-solving skills.
Clear written and verbal communication with both technical and operations users.
Ownership mindset: follows issues through to permanent resolution.
Manages multiple priorities under pressure and to deadlines.
Works independently and in cross-functional teams.
Additional Information:This post represents a current vacancy.
We use automated tools to support application screening.
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