Maintenance Technical Support Coordinator IV

Ryder Supply Chain Solutions • Alpharetta, GA

3d

About The Position

The Maintenance Technical Support Coordinator IV takes complete ownership of Tier 2 emergency roadside cases from start to finish. The position independently determines whether to dispatch an internal technician or refer work to a third party. It resolves technical problems involving Ryder lease or contract vehicles, including issues arising from manufacturing quality, engineering shortcomings, defects, misapplication, reliability, durability, or other operational concerns.

Using maintenance expertise and established problem-solving processes, the coordinator communicates by phone with customers experiencing breakdowns, identifies and carries out the best course of action, and works to restore vehicle uptime and improve the customer experience. The role also supports follow-up and escalations, shares technical knowledge with the maintenance team, and mentors Tier 1 call center staff. The schedule is to be determined, and travel is not required.

Requirements

• High school diploma or GED.
• At least four years of experience in transportation maintenance.
• At least two years of technical diagnostic and customer-resolution experience involving most major vehicles and engines in the Ryder fleet.
• ASE certifications.
• Highly technical expertise related to Ryder fleet assets.
• Expertise in refrigeration, lift gates, electrical systems, after-treatment systems, OEM platforms, and Ryder technical certifications or qualifications such as PM, Brake, Tire & Wheel, A/C, and Battery Charge & Check.
• Ability to elicit and understand detailed descriptions of vehicle issues and breakdowns from customer drivers or dispatchers.
• Ability to communicate safe, clear recommendations for driver-initiated repairs based on diagnostic conversations.
• Strong interpersonal, listening, analytical, and communication skills.
• Ability to identify and communicate the technical needs and tools required to address reported mechanical issues.
• Working knowledge of vendor recommendations for customer breakdown needs based on equipment and parts requirements.
• Ability to assess and recommend out-of-service or towing solutions versus dispatching an on-call mobile technician.
• Ability to diagnose and communicate mechanical and electrical repair recommendations with minimal support, using demonstrated analytical and repair skills in vehicle maintenance.
• Ability to maintain technical expertise by learning about new products and technology advancements and participating in training.
• Ability to speak, understand, read, and write English.
• Ability to manage and influence high-pressure situations calmly while addressing critical customer breakdowns and maintaining strong relationships during crises.
• Basic computer skills, including using Ryder systems, automated shop computers, and diagnostic testing equipment.
• Availability to work alternate shifts or schedules, including evenings, weekends, and on-call as needed.

Nice To Haves

• Vocational or technical certification, preferably ASE certifications.
• Five or more years working in a Ryder Operations (shop) environment.
• Two or more years of direct customer-service experience in Ryder operations.
• Ability to speak, understand, read, and write Spanish.

Responsibilities

• Assess, research, troubleshoot, and remedy vehicle roadside breakdowns handled through the Ryder Customer Response Center, exercising autonomy over cost-related decisions and working to improve customer uptime.
• Assist with follow-ups, escalations, and service-provider interactions in partnership with Ryder Customer Response Center agents and leadership.
• Provide periodic summaries and analysis to the maintenance team to help improve breakdown response, OEM quality, and warranty issues.
• Share updated technical knowledge with the maintenance team, including OEM information, internal technical training, technical bulletins, and infoCenter resources.
• Mentor the Tier 1 call center team, provide status updates, participate in meetings, and deliver periodic training.
• Perform other duties as assigned.

Benefits

• Medical insurance
• Prescription coverage
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• Paid time off for vacation, illness, bereavement, family leave, and parental leave
• Tax-advantaged 401(k) retirement savings plan
• Potential eligibility for an annual bonus, commission, and/or long-term incentive plan

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED