Vixxo Teams and Roles

Created by Vanessa Pepin, Modified on Thu, 6 Aug at 10:27 AM by Vanessa Pepin

Vixxo teams are organized to support you from dispatch through payment. Use the guide below to identify who handles each type of request. If you are unsure who to contact, start with the Service Provider Specialists team.

*If you are stuck and need assistance, please call 866-988-5376 — Option 1 for invoices already submitted (payment status), Option 2 for help submitting an invoice or quote, Option 3 for VixxoLink technical support, Option 4 for dispatch/service-request questions — or click the Submit a Ticket button at the top right.

Not Sure Who to Contact?

If you do not have contact information for your Service Provider Manager, Regional Operations Manager, Facilities Lead, Operations Manager, or Director of Operations, contact the Service Provider Specialists team at 866-988-5376, Option 3. They will route you to the right person.

Vixxo Teams and Roles

Team / role	Contact	What they assist with
Service Provider Specialists	866-988-5376, Option 3	VixxoLink technical support Profile updates (contact info, banking, COI, etc.) General help when you are unsure who to contact
Service Provider Manager (SPM) or Regional Operations Manager (ROM)	Your assigned SPM or ROM	Coverage area inquiries Invoice and payment escalations Performance reviews Contract rate updates
Service Center	888-928-3276	Primary source for service request status updates Time in/out corrections and dispatch questions Can create support tickets on your behalf
Facilities Lead (FL)	Contact listed on the service request	Critical ETA updates and parts updates Quote and NTE questions or follow-up First-level escalation and routine inquiries
Operations Manager (OM)	Contact listed on the service request	Critical ETA updates and parts updates Quote and NTE questions or follow-up Second-level escalation and routine inquiries
Director of Operations (DO)	Contact listed on the service request	Third-level escalation Issues not resolved at the Facilities Lead or Operations Manager level Team feedback May contact you directly for extreme customer emergencies
Accounts Payable (AP)	866-988-5376, Option 1	Invoice inquiries and payment status Payment support after an invoice has been submitted

Escalation Path

For service-request issues that are not resolved through normal channels, follow this escalation path:

Facilities Lead → Operations Manager → Director of Operations

Use the Service Center (888-928-3276) for day-to-day status updates before escalating. For VixxoLink or profile issues, contact Service Provider Specialists (866-988-5376, Option 3) first.

Quick Reference — Common Requests

I need help with…	Contact first
VixxoLink login, mobile app, or back-office issues	Service Provider Specialists — 866-988-5376, Option 3
Service request status or time in/out correction	Service Center — 888-928-3276
Submitting an invoice or quote in VixxoLink	866-988-5376, Option 2
Payment status on a submitted invoice	Accounts Payable — 866-988-5376, Option 1
ETA, parts, quote, or NTE on an active service request	Facilities Lead on the service request
Coverage, rates, or performance review	Your Service Provider Manager or Regional Operations Manager
Profile update (address, contacts, COI, banking)	Service Provider Specialists — 866-988-5376, Option 3

Related articles: