Remote Tier 2 Maintenance & Roadside Support Lead

Ryder System, Inc.; Nashville (TN); Remote; USD 32,000 - 45,000; Full time

Job summary

Ryder System, Inc. is seeking a Maintenance Technical Support Coordinator IV to own Tier 2 emergency roadside cases from start to finish for Ryder lease or contract vehicles. The role requires diagnosing and resolving complex mechanical and electrical issues via telephone, with autonomy to decide on internal vs.

third-party dispatch. You will mentor the Tier 1 team, provide updates and training, and stay current with OEM guidance, technical bulletins, and diagnostics tools.

Qualifications

• HS 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

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.
• Performs other duties as assigned.

Skills

Technical knowledge

Diagnostic skills

Customer service

Team mentoring

Education

HS diploma/GED

ASE certifications

Tools

Diagnostic testing equipment

Shop computers

Job description

Ryder System, Inc. is seeking a Maintenance Technical Support Coordinator IV to own Tier 2 emergency roadside cases from start to finish for Ryder lease or contract vehicles. The role requires diagnosing and resolving complex mechanical and electrical issues via telephone, with autonomy to decide on internal vs.

third-party dispatch. You will mentor the Tier 1 team, provide updates and training, and stay current with OEM guidance, technical bulletins, and diagnostics tools.