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 • Assess, research, troubleshoot and remedy vehicle roadside breakdowns handled through the Ryder Customer Response Center • Make autonomous decisions regarding internal technician callouts or third-party service • Resolve technical problems involving Ryder lease or contract vehicles • Communicate telephonically with customers during breakdown situations • Identify and execute the best course of action to restore customer uptime • Assist with follow-ups, escalations and service provider interactions with RCRC agents and leadership • Provide summaries and analysis to the maintenance team to improve breakdown handling, OEM quality and warranty issues • Provide updated technical knowledge, OEM information, technical training, bulletins and InfoCenter 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 with expertise experience 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 detail • Ability to communicate and direct recommendations for driver initiated fixes safely and clearly • Strong interpersonal, listening and analytical communication skills • Ability to identify and communicate necessary technical needs and required tools • Working knowledge of vendor recommendations related to customer unit breakdown needs • Ability to analyze and recommend out service/towing solutions vs on-call mobile technician • Ability to diagnose, recommend and communicate mechanical and electrical repair recommendations with minimal support • Demonstrated analytical and repair skills in overall vehicle maintenance • Ability to stay current with new product and technology advancements through training • Ability to speak, understand, read and write English • Spanish language skills preferred • Ability to manage high-pressure customer breakdown situations • Basic computer skills, including Ryder systems, automated shop computers and diagnostic testing equipment • Must be available for alternate shifts/schedules, including evenings, weekends and on-call as needed • ASE Certifications

🏖️ Benefits

• Medical insurance • Prescription coverage • Dental insurance • Vision insurance • Life insurance • Disability insurance • Paid time off for vacation, illness, bereavement, family and parental leave • Tax-advantaged 401(k) retirement savings plan • Potential annual bonus, commission, and/or long-term incentive plan based on level and/or type • $1.50 shift differential may be available

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