Senior Tier 2 Roadside Support Coordinator

Ryder System, Inc.; Raleigh (NC); On-site; USD 32,000 - 45,000; Full time

Benefits offered by this job

Shift differential

Job summary

Ryder System, Inc. is seeking a Maintenance Technical Support Coordinator IV in Raleigh to own Tier 2 emergency roadside cases from start to finish, decide on internal vs. third-party responses, and resolve truck-related issues.

You will mentor Tier 1 staff, provide updates, and share OEM knowledge for continuous improvement. The role emphasizes strong maintenance expertise, clear communication with customers, and the ability to work under pressure in high-stakes breakdown scenarios.

Qualifications

• 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

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.

Job description

Ryder System, Inc. is seeking a Maintenance Technical Support Coordinator IV in Raleigh to own Tier 2 emergency roadside cases from start to finish, decide on internal vs. third-party responses, and resolve truck-related issues.

You will mentor Tier 1 staff, provide updates, and share OEM knowledge for continuous improvement. The role emphasizes strong maintenance expertise, clear communication with customers, and the ability to work under pressure in high-stakes breakdown scenarios.