Maintenance Technical Support Coordinator IV
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Job Description
Ryder roadside maintenance coordinator resolving Tier 2 fleet breakdowns through technical diagnosis and dispatch decisions. Improving customer uptime while mentoring call-center teams.
Responsibilities:
- Take complete ownership of Tier 2 emergency roadside cases from start to finish
- Determine whether to dispatch an internal technician or assign work to a third party
- Assess, research, troubleshoot, and remedy vehicle roadside breakdowns through the Ryder Customer Response Center
- Make autonomous decisions related to cost and improve customer uptime
- Follow up on cases, manage escalations, and interact with service providers 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 using OEM information, internal training, technical bulletins, InfoCenter, and other sources
- Mentor the Tier 1 call center team
- Provide status updates, participate in meetings, and deliver periodic training
- Perform other duties as assigned
Requirements:
- Must be open to working all shifts
- Highly technical expertise related to Ryder fleet assets
- Expertise in refrigeration, lift gate, electrical, after-treatment systems, OEM platforms, and Ryder technical certifications/qualifications
- Ability to understand detailed customer driver/dispatcher communications about unit issues and breakdowns
- Ability to communicate safe, clear driver-initiated fixes
- Strong interpersonal, listening, analytical, and communication skills
- Ability to identify technical needs and required tools for mechanical issues
- Working knowledge of vendor recommendations for customer unit breakdown needs
- Ability to analyze and recommend out-of-service/towing solutions versus on-call mobile technicians
- Demonstrated analytical and repair skills in overall vehicle maintenance
- Ability to maintain technical expertise through training and stay current with new product and technology advancements
- Ability to speak, understand, read and write English
- Spanish language skills preferred
- 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
- H.S. diploma/GED required
- Vocational or Technical Certification, preferably 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 major vehicles/engines in Ryder's 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
- ASE Certifications
Benefits:
- 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
- Annual bonus, commission, and/or long-term incentive plan may be available based on level/type
- Room to grow and professional development through training opportunities
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