Maintenance Technical Support Coordinator IV

OverviewThe Maintenance Technical Support Coordinator IV role is responsible for taking ownership of Tier 2 emergency roadside cases from start to finish. This position has the authority to determine whether to deploy an internal technician for call out or assign work to a third party. The function is to resolve technical problems on Ryder lease or contract vehicles stemming from quality, engineering shortcomings, manufacturing defects, misapplication, general reliability, durability or other operational issues. Using strong maintenance knowledge and proven problem-solving processes, they will address and resolve customer roadside unit breakdowns or system failure issues via telephonic communication with customers in breakdown situations, identifying and executing the best course of action to resolve the issue and improve the customer experience with quick uptime results.ResponsibilitiesAssess, research, troubleshoot and remedy vehicle roadside breakdowns handled through the Ryder Customer Response Center (RCRC) with full autonomy of decisions related to cost and responsibility 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.Performs other duties as assigned.Additional ResponsibilitiesPerforms other duties as assigned.Skills and AbilitiesHighly technical skills with expertise experience related to Ryder fleet assetsExpertise 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 detailAbility to communicate and direct recommendations for driver initiated “fixes” to units based on the diagnostic communications in a safe and clear manner; strong interpersonal, listening and analytical communication skillsAbility to identify and communicate necessary technical needs and required tools to address the mechanical issues relayed from the driverWorking knowledge of vendor recommendations related to specific customer unit breakdown needs based on equipment and part needsAbility to analyze and recommend on-site/towing solutions; on-call mobile technicianAbility to diagnose, recommend and communicate mechanical and electrical repair recommendations with minimal (if any) support utilizing diagnostic and technical expertise; demonstrated analytical and repair skills in overall vehicle maintenanceActive learner and ability to stay abreast of new product and technology advancements in the industry by participating in training opportunities to maintain technical expertise related to new and changing unit technologyAbility to speak, understand, read and write EnglishAbility to speak, understand, read and write Spanish (preferred)Ability to calmly manage and influence high-pressure environment in addressing critical customer breakdown issues; establish and maintain strong relationships in times of crisisPossess basic computer skills including Ryder systems and the ability to operate automated shop computers and diagnostic testing equipmentMust be available to work alternate shifts/schedules including evenings, weekends and on-call as neededQualificationsH.S. diploma/GED requiredVocational or Technical Certification preferred - ASE certificationsFive (5) years or more working in a Ryder Operations (shop) environment preferredTwo (2) years or more in Ryder operations direct customer service exposure preferredFour (4) years or more in transportation maintenance requiredTwo (2) years or more in technical diagnostic and customer resolution exposure related to most major vehicle/engines in Ryder fleet requiredASE CertificationsTravel: NoneDOT Regulated: NoJob Category: Customer ServiceCompensation Information:The compensation offered to a candidate may be influenced by a variety of factors, including the candidate’s relevant experience; education, including relevant degrees or certifications; work location; market data/ranges; internal equity; internal salary ranges; etc. The position may also be eligible to receive an annual bonus, commission, and/or long-term incentive plan based on the level and/or type. Compensation ranges for the position are below:Pay Type :HourlyMinimum Pay Range:$28.00Maximum Pay Range:$28.00Benefits Information :For all Full-time positions only : Ryder offers comprehensive health and welfare benefits, to include medical, prescription, dental, vision, life insurance and disability insurance options, as well as paid time off for vacation, illness, bereavement, family and parental leave, and a tax-advantaged 401(k) retirement savings plan.For more information about benefits, click here to download the comprehensive benefits summary.Ryder is proud to be an Equal Opportunity Employer and Drug Free workplace.All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.Important Note:Some positions require additional screening that may include employment and education verification; motor vehicle records check and a road test; and/or badging or background requirements of the customer to which you are assigned.Security Notice for Applicants:Ryder will only communicate with an applicant directly from a email address and will never conduct an interview online through a chat type forum, messaging app (such as WhatsApp or Telegram), or via an online questionnaire. During an interview, Ryder will never ask for any form of payment or banking details and will never solicit personal information outside of the formal submitted application through you have any questions regarding the application process or to verify the legitimacy of an interview or Ryder representative, please contact Ryder at or 800-793-3754.Current Employees:If you are a current employee at Ryder, please click here to log in to Workday to apply using the internal application process.All job seekers are advised to review the Job Applicant Privacy Policy by visiting the official Ryder website.#wd #J-18808-Ljbffr

Created: 2025-09-24