Maintenance Technical Support Coordinator IV

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $28 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 0%

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Ryder System, Inc.

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1933

🚘 Automotive

💼 Consulting

🏥 Healthcare

Automotive • Consulting • Healthcare

Ryder System, Inc. is a leading provider of supply chain, transportation, and fleet management solutions in North America. The company offers an extensive range of services, including logistics, e-commerce fulfillment, last-mile delivery, leasing and maintenance of commercial vehicles, and used truck sales. With a focus on optimizing supply chains and enhancing operational efficiencies, Ryder combines technology and data analytics to provide customized solutions for various industries such as automotive, consumer packaged goods, and healthcare. Ryder is committed to providing a seamless end-to-end experience for its customers, from warehousing and distribution to transportation and delivery.

📋 Description

• Take complete ownership of Tier 2 emergency roadside cases from start to finish • Determine whether to send an internal technician for call-out or assign work to a third party • Assess, research, troubleshoot and remedy vehicle roadside breakdowns handled through the Ryder Customer Response Center • Make autonomous cost and service decisions to improve customer uptime • Resolve technical problems involving Ryder lease or contract vehicles, including manufacturing quality, engineering, reliability, durability and operational issues • Communicate with customers by telephone during breakdown situations • Identify and execute the best course of action for roadside unit breakdowns or system failures • Assist with follow-ups, escalations and service-provider interactions with RCRC agents and leadership • Provide summaries and analysis to the maintenance team regarding breakdowns, OEM quality and warranty issues • Provide updated technical knowledge, OEM information, training, technical bulletins and other resources to the maintenance team • Mentor the Tier 1 call center team • Provide status updates, participate in meetings and deliver periodic training • Perform other duties as assigned

🎯 Requirements

• H.S. diploma/GED required • Vocational or Technical Certification preferred -ASE certifications • Four (4) years or more in transportation maintenance required • Two (2) years or more in technical diagnostic and customer resolution exposure related to most major vehicle/engines in Ryder fleet required • Five (5) years or more working in a Ryder Operations (shop) environment preferred • Two (2) years or more in Ryder operations direct customer service exposure preferred • Highly technical skills and expertise related to Ryder fleet assets • Expertise in refrigeration, lift gate, electrical, after-treatment systems, OEM platform and Ryder technical certifications/qualifications • Ability to elicit and understand detailed breakdown communications • Ability to safely communicate driver-initiated fixes and recommendations • Strong interpersonal, listening and analytical communication skills • Ability to identify technical needs and required tools • Working knowledge of vendor recommendations for unit breakdowns • Ability to analyze and recommend out-service/towing solutions versus on-call mobile technician • Ability to diagnose and recommend mechanical and electrical repairs with minimal support • Demonstrated analytical and repair skills in overall vehicle maintenance • Ability to stay current with new products and technology through training • Ability to speak, understand, read and write English • Spanish language ability preferred • Basic computer skills, including Ryder systems, automated shop computers and diagnostic testing equipment • Availability for alternate shifts, evenings, weekends and on-call work as needed • ASE Certifications

🏖️ Benefits

• Shift differential for 2nd shift is $1.00/hr and 3rd shift is $1.50/hr • Comprehensive medical, prescription, dental, vision, life insurance and disability insurance options • Paid time off for vacation, illness, bereavement, family and parental leave • Tax-advantaged 401(k) retirement savings plan • Potential eligibility for annual bonus, commission, and/or long-term incentive plan