Maintenance Technical Support Coordinator IV

About the role

This position has the authority and autonomy to determine whether to send an internal technician for call out or engage a third party. The function is to resolve technical issues on Ryder lease or contract vehicles stemming from manufacturer quality, engineering shortcomings, manufacturing defects, misapplication, general reliability, durability, or other operational issues. Using strong maintenance knowledge and proven problem-solving processes, the role addresses and resolves customer roadside unit breakdown or system failure via telephonic communication, identifies and executes the best course of action, and improves customer uptime.

Responsibilities

• Assess, research, troubleshoot, and remedy vehicle roadside breakdowns handled through Ryder Customer Response Center (RCRC) with full autonomy over decisions related to cost and responsibility for improving customer uptime.
• Assist with follow-ups, escalations, and service provider interactions in partnership with RCRC agents and leadership.
• Provide periodic summaries and analysis to the maintenance team to improve breakdowns, OEM quality, and warranty issues.
• Provide updated technical knowledge to the maintenance team, including OEM information, internal technical training, technical bulletins, InfoCenter, and other sources for training and development.
• Mentor the Tier 1 call center team, provide status updates, participate in meetings, and deliver periodic training.

Skills and Abilities

• Highly technical skills with expertise related to Ryder fleet assets.
• Expertise in refrigeration, lift gate, electrical, after-treatment systems, OEM platform, and Ryder technical certifications/qualifications (PM, Brake, Tire & Wheel, A/C, Battery Charge & Check, etc.).
• Ability to elicit and understand detailed descriptions/communications from customer drivers and/or dispatchers related to unit issues/breakdown details.
• Ability to communicate and direct recommendations for driver-initiated “fixes” to units based on diagnostic communications in a safe and clear manner.
• Strong interpersonal, listening, and analytical communication skills.
• Ability to identify and communicate necessary technical needs and required tools to address mechanical issues relayed from the driver.
• Working knowledge of vendor recommendations related to specific customer unit breakdown needs based on equipment and part needs.
• Ability to analyze and recommend out-of-service/towing solutions versus on-call mobile technician.
• Ability to diagnose, recommend, and communicate mechanical and electrical repair recommendations with minimal (if any) support, utilizing diagnostic and technical expertise.
• Active learner able to stay abreast of new product and technology advancements by participating in training opportunities to maintain technical expertise.
• Ability to speak, understand, read, and write English.
• Ability to speak, understand, read, and write Spanish (preferred).
• Ability to calmly manage and influence high-pressure environments in addressing critical customer breakdown issues; establish and maintain strong relationships in times of crisis.
• Possess basic computer skills including Ryder systems and the ability to operate automated shop computers and diagnostic testing equipment.

Requirements

• High school diploma or GED required.
• Vocational or technical certification preferred; ASE certifications are a plus.
• Five or more years working in a Ryder Operations (shop) environment preferred.
• Two or more years in Ryder operations with direct customer service exposure preferred.
• Four or more years in transportation maintenance required.
• Two or more years in technical diagnostic and customer resolution exposure related to most major vehicle/engines in the Ryder fleet required.

Must be open to working all shifts. The hourly rate for this position is $28.00/hr, with a shift differential of $1.00 for 2nd shift and $1.50 for 3rd shift.