Maintenance Technical Support Coordinator IV

Ryder • Santa Fe, NM

285d • $28 - $28

About The Position

The Maintenance Technical Support Coordinator IV position is responsible for taking complete ownership of all Tier 2 emergency roadside cases, from start to finish. This position has the authority and autonomy to determine whether we send an internal technician for call out or send the work to a third party. The function of this position is to resolve technical related problems on Ryder lease or contract vehicles stemming from manufacture quality, engineering shortcomings, manufacturing defects, misapplication as well as general reliability, durability or other operational issues. Using strong maintenance knowledge and various proven problem solving processes, they will address and resolve customer roadside unit breakdown or system failure issues via telephonic communication with customers in breakdown situations, identifying and executing the best course of action to resolve the issue or problem and will as a result, improve the customer experience with quick uptime results. Schedule: Will either be 2nd or 3rd shift. Must have mechanical knowledge/skills.

Requirements

• H.S. diploma/GED required.
• Vocational or Technical Certification preferred - ASE certifications.
• 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.
• 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.
• ASE Certifications.

Nice To Haves

• Ability to speak, understand, read and write Spanish (preferred).

Responsibilities

• Assess research, trouble-shoot and remedy vehicle roadside breakdowns handled through Ryder Customer Response Center (RCRC) with full autonomy of decisions related to cost and responsible to improving customer uptime.
• Assist with follow ups, escalations, service provider interactions 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, including OEM provided information, internal technical training, technical bulletins, infoCenter and other sources for training and development.
• Mentor the Tier 1 call center team.
• Provide status updates, participate in other meetings, and provide periodic training.
• Perform other duties as assigned.

Benefits

• Comprehensive health and welfare benefits including 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Rental and Leasing Services
• Education Level: High school or GED