Maintenance Technical Support Coordinator IV

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Summary

Job Description : The Maintenance Technical Support Coordinator IV position is responsible for taking complete ownership of reputed company 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 reputed company problems on reputed company 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 reputed company 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 Essential Functions Must have mechanical knowledge/skills

• Assess research, trouble-shoot and remedy vehicle roadside breakdowns handled through reputed company Customer Response Center (RCRC) with full autonomy of decisions reputed company to cost and responsible to improving customer uptime
• Assist with follow reputed company, 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.

Additional Responsibilities

• Performs other duties as assigned.

Skills And Abilities

• Highly technical skills with expertise experience reputed company to reputed company fleet assets
• Expertise in refrigeration, lift reputed company, electrical, after-treatment systems, OEM platform and reputed company technical certifications/qualifications (PM, Brake, Tire & Wheel, A/C, Battery Charge & reputed company, etc.)
• Ability to elicit and understand detailed descriptions/communications from customer drivers and/or dispatchers reputed company to unit issues/breakdown detail
• Ability 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 skills
• Ability to identify and communicate necessary technical needs and required tools to address the mechanical issues relayed from the driver
• Working knowledge of vendor recommendations reputed company to specific customer unit breakdown needs based on equipment and part needs
• Ability to analyze and recommend out service/towing solutions vson-call mobile technician
• Ability to diagnose, recommend and communicate mechanical and electrical repair recommendations with minimal (if any) support utilizing diagnostic and technical expertise experience; 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 reputed company to new and changing unit technology
• Ability to speak, understand, read and write English
• Ability 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 crisis
• Possess basic computer skills including reputed company 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

Qualifications

• H.S. diploma/GED required
• Vocational or Technical Certification preferred -ASE certifications
• Five (5) years or more working in a reputed company Operations (shop) environment preferred
• Two (2) years or more in reputed company 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 reputed company to most major vehicle/engines in reputed company fleet required
• ASE Certifications

Travel: None DOT Regulated: No Job Category: Customer Service

Compensation

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 Hourly Minimum Pay Range $28.00 Maximum Pay Range $28.00

Benefits

Information For reputed company Full-time positions only : reputed company 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. reputed company is proud to be an Equal Opportunity Employer and Drug Free workplace. reputed company qualified applicants will receive consideration for employment without regard to race, religion, color, national reputed company, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability. reputed company Notice For Applicants reputed company will only communicate with an applicant directly from a [@reputed company.com] email address and will never conduct an interview online through a chat type forum, messaging app (such as WhatsApp or Telegram), or reputed company an online questionnaire. During an interview, reputed company will never ask for any form of payment or banking details and will never solicit personal information reputed company of the formal submitted application through www.reputed company.com/careers . Should you have any questions regarding the application process or to verify the legitimacy of an interview or reputed company representative, please contact reputed company at careers@reputed company.com or 800-793-3754. reputed company Employees If you are a reputed company employee at reputed company, please click here (http://wd5.myworkday.com/reputed company/d/task/1422$3.htmld) to log in to reputed company to apply using the internal application process. Job Seekers can review the Job Applicant Privacy Policy by clicking here (http://reputed company.com/job-applicant-privacy-policy) . #wd Apply Job!