RCRC Call Support Technical Specialist

US-GA-Roswell
1 month ago
Requisition ID
2017-47192
Category
Maintenance Management
Employment Type
Regular - Full Time (4)
Travel Requirements
0-10%
Position Code
9582

Position Description

The RCRC Call Support Technical Specialist will research and 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 various proven problem solving processes, and related, required Ryder technical experience, address and resolve after-hour customer unit breakdown or system failure issues via telephonic communication with customers in breakdown situations.

 

3rd Shift Openings.

Requirements

  • High School diploma or equivalent
  • Vocational training and/or ASE certifications preferred
  • Five (5) years or more experience working in a Ryder Operations (shop) environment preferred
  • Four (4) years or more experience in transportation maintenance
  • Two (2) years or more experience in Ryder operations direct customer service exposure preferred
  • Two (2) years or more experience in technical diagnostic and customer resolution exposure related to most major vehicle/engines in Ryder fleet
  • Highly technical skills with experience related to Ryder fleet assets
  • Expertise 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 detail
    • Communicate and direct recommendations for driver initiated “fixes” to units based on the diagnostic communications in a safe and clear manner
    • Identify and communicate necessary technical needs and required tools to address the mechanical issues relayed from the driver
    • Analyze and recommend out service/towing solutions vs. on-call mobile technician
    • Diagnose, recommend and communicate mechanical and electrical repair recommendations with minimal (if any) support utilizing diagnostic and technical expertise experience
    • Speak, understand, read and write English
    • Speak, understand, read and write Spanish (preferred)
    • Calmly manage and influence high pressure environment in addressing critical customer breakdown issues; establish and maintain strong relationships in times of crisis
  • Strong interpersonal, listening and analytical communication skills
  • Working knowledge of vendor recommendations related to specific customer unit breakdown needs based on equipment and part needs
  • Must possess demonstrated analytical and repair skills in overall vehicle maintenance
  • Active 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 technology
  • Possess basic computer skills including Ryder systems including the ability to operate automated shop computers and diagnostic testing equipment
  • Must be available to work alternate shifts/schedules including evenings, weekends and on-call as needed
  • Assessing, researching and communicating diagnostic repair verbally (advanced level)
  • ASE Certifications preferred

Responsibilities

  • Receive, assess, research, trouble-shoot and make recommendations regarding vehicle breakdowns handled through Ryder Customer Response Center (RCRC)
  • Assist with follow ups, escalations, service provider interactions in partnership with RCRC agents and leadership.  Provide periodic summaries and analysis
  • Updates to technical knowledge, including OEM provided information, internal technical training, technical bulletins, infoCenter and other sources
  • Support call center team engagement, provide status updates and participate in other meetings, provide periodic training
  • Performs other duties as assigned

 

ryder-logoRyder 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.

 

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