• Service Support Managers- RCRC

    Job Locations US-GA-Roswell
    Posted Date 6 months ago(6 months ago)
    Requisition ID
    2018-52828
    Category
    Product Management - FMS
    Employment Type
    Regular - Full Time (4)
    Travel Requirements
    0-10%
    Position Code
    9582
  • Position Description

    Are you looking for an excellent place to work that offers great pay, benefits and incentives?

     

    Do you want a rewarding career with one of the largest transportation companies in the country?

     

    If you answered “Yes” to these questions, you’ve got to check out Ryder!

     

    For 85 years, Ryder has provided customers around the world with integrated transportation, logistics, and supply chain management solutions that enhance the way they do business. Building and maintaining a fleet takes time, resources, and expertise few companies can spare.

     

    Service Support Managers – RCRC

    For additional information call Jeanette Johnson at 770-968-8920 x16

    If you have strong maintenance technical knowledge and have always wanted to work in a customer service environment, we have a great opportunity. We are looking for current or former Service Managers, Shop Supervisors or Technician in Charge candidates who are used to dealing with breakdowns and identifying the failure or issue and working through an action plan to get the vehicle rolling as quickly as possible. You will own the issue from beginning to end by determining the best course of action for the customer and ensuring we find the correct solution either internally or through a third party vendor.

    We are hiring 30 Service Support Managers to work in our Roswell, GA call center or remotely as part of the RCRC team. We know we need expertise in RCRC that has the technical know-how to diagnose the issue with the customer over the phone and work to get the best and correct solution for them. You will be empowered to do what you need to do to help the customer as quickly and efficiently as possible. Our customers count on us and we want to get them back on the road, as soon as we can!

    Who is going to be right for this role? Someone who is experienced in diagnosing service failures or issues and wants to ensure our customers are taken care of. If you are someone who enjoys solving problems for our customers and has great communication skills, this could be a great opportunity for you! You’ll be doing meaningful work, helping our customers when they need us the most. And, if you want a change from working in the shop environment, to try something different, this could be a great opportunity for you and you do not need to relocate to Roswell, GA, to do it! We will set you up remotely.

    Are you right for the role? We’ll be frank, you need to be confident in your technical knowledge and in your ability to deal with urgent situations. You will need to be able to influence other shops or vendors to deal with the issue right away to help the customer. You will need to not give up and own this issue up until resolution. Our customers are counting on us!

    Here’s how it will work:

    You will support customers who have more complicated service failures and issues. This will be anywhere across the US and Canada for our Platinum RCRC customers. You will work set shifts, up to five days a week. We are open 24 hours per day, 7 days a week. You will work either in Roswell, GA or remotely. You will work with our customers by phone utilizing our systems and processes to ensure resolution.

    Your major responsibilities will include:

    • Answering escalated calls from customers that have a more significant service failure or issue.
    • Diagnosing the service failure to determine the best course of action.
    • Determining the best service for the customer based on location, issue complexity, and timing.
    • Logging the issue on the system to ensure a closed loop process for the customer.
    • Documenting the final issue and resolution on the system.
    • Providing expert advice on operational best practices.
    • Identifying trends over time from the different issues and service failures and escalating those trends.
    • Building and maintaining a strong customer service experience at the RCRC.

    We are looking for a successful candidate with:

    • A Service Manager, Shop Supervisor or technician in charge background or equivalent experience.
    • A passion for customer service and ensuring a great customer experience.
    • Strong maintenance technical background.
    • Excellent decision making capabilities.
    • Prior experience with direct customer engagement.
    • The confidence and professionalism needed to work with customers directly.
    • Exceptional verbal, written, organizational and communication skills.
    • An ability to work as part of a team while holding yourself accountable to your own metrics and outcomes.
    • The ability to thrive in a fast-paced environment.
    • Strong maintenance technical knowledge, analytic and problem-solving skills combined with the ability to provide quick resolution to problems.

     

    Hourly Pay Rate:

    • $25-30 per hour
    • Eligible for shift pay premiums for applicable shifts.

    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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