Maintenance Technical Support Coordinator IV

This is a fully remote position, open to applicants in United States.

📋 Description

• Assume full responsibility for Tier 2 emergency roadside incidents from initiation to resolution.

• Evaluate, investigate, troubleshoot, and resolve vehicle roadside failures managed through the Ryder Customer Response Center.

• Make independent decisions regarding internal technician deployments or third-party services.

• Address technical issues related to Ryder lease or contract vehicles.

• Engage in telephone communication with customers during breakdown events.

• Determine and implement the most effective actions to restore customer uptime.

• Support follow-ups, escalations, and service provider interactions with RCRC agents and leadership.

• Supply summaries and analyses to the maintenance team to enhance breakdown management, OEM quality, and warranty concerns.

• Offer updated technical knowledge, OEM details, technical training, bulletins, and InfoCenter resources to the maintenance team.

• Mentor the Tier 1 call center team.

• Provide status updates, engage in meetings, and conduct periodic training sessions.

• Perform additional duties as assigned.

⛳️ Requirements

• High school diploma or GED is required.

• Vocational or Technical Certification is preferred - ASE certifications.

• A minimum of four (4) years in transportation maintenance is required.

• At least two (2) years in technical diagnostics and customer resolution pertaining to major vehicles/engines in the Ryder fleet is required.

• Five (5) years or more of experience in a Ryder Operations (shop) setting is preferred.

• Two (2) years or more of direct customer service experience within Ryder operations is preferred.

• Strong technical skills with extensive knowledge of Ryder fleet assets.

• Proficiency in refrigeration, lift gate systems, electrical systems, after-treatment systems, OEM platforms, and Ryder technical certifications/qualifications (PM, Brake, Tire & Wheel, A/C, Battery Charge & Check, etc.).

• Capability to gather and comprehend detailed descriptions/communications from customer drivers and/or dispatchers regarding unit issues/breakdown specifics.

• Ability to communicate and provide safe, clear recommendations for driver-initiated fixes.

• Excellent interpersonal, listening, and analytical communication skills.

• Skill in identifying and articulating necessary technical requirements and tools.

• Familiarity with vendor guidelines related to customer unit breakdown needs.

• Ability to analyze and suggest out-of-service/towing solutions versus on-call mobile technician options.

• Competence in diagnosing and recommending mechanical and electrical repair solutions with minimal assistance.

• Proven analytical and repair skills in overall vehicle maintenance.

• Ability to keep up with new products and technology advancements through training.

• Proficiency in speaking, understanding, reading, and writing English.

• Spanish language skills are preferred.

• Capacity to manage high-pressure customer breakdown scenarios.

• Basic computer skills, including familiarity with Ryder systems, automated shop computers, and diagnostic testing equipment.

• Availability for alternate shifts/schedules, including evenings, weekends, and on-call as required.

• 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.

• A $1.50 shift differential may be available.