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Spec Technical Support - Full-time / Part-time
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Marietta, GA Marietta, Georgia |
About this job
Position Description:
The Technical Support Specialist will primarily provide struggling shop branches within a business unit (BU) with consultative expertise, guidance and support. This role will be both consultative and hand-on, as it relates to complex diagnostics and repairs or processes. The ideal candidate must have analytical and leadership ability, as they will be analyzing trends and processes, uncovering the root cause of issues, and advising and providing Service Managers (SM) with feedback on root cause, resolution, processes improvements, coaching and guiding technicians and/or the SM.
The Technical Support Specialist will conduct breakdown frequencies and trend analysis using various tools, such as shop breakdown reports, to investigate and identify trends and emerging issues by shop or customer, and present to the shop SM and/or BU recommended solutions, action plans, and process improvements at the location or Business Unit level to improve overall vehicle repair services. This individual will gather groups of trained technicians and reinforce repair/mechanical procedures; identify skills gaps, coach/mentor, and share best practices based on trend analysis or observations; and will also observe and qualify/certify technicians
The Technical Support Specialist will have authority over the location Service Manager when visiting the branch and providing input/guidance to correct impending technical or operation issues. The incumbent may also be responsible for functioning as the location Service Manager in their absence for various reasons (vacancies, temporary openings, etc.). In some instances, this individual may also take direction from, and serve as a consultant to, the field Maintenance Managers within their specific business unit footprint. This position will report to the Director of Operations (DOO) and seek guidance from the DOO as it relates to prioritizing which shops to address.
Requirements:
* High school diploma or GED equivalent
* Vocational or technical certification in related field preferred
* Five (5) years or more of experience in complex technical repair
* Five (5) years or more of experience in prior service management
* Five (5) years or more of experience in diagnostic and analytical troubleshooting
* Strong mechanical skills, with the ability to diagnose, troubleshoot and perform repairs
* Ability to:
* Build strong customer relationships; being able to communicate and resolve customer issues
* Guide, engage, and impart knowledge to others; ability to coach, train and develop others with technical knowledge
* Create and maintain professional relationships within all levels of the organization (peers, work groups, customers, and supervisors); ability to partner with all Ryder employees at all levels as well as with outside vendors and customers
* Organize, motivate and provide direction to a group of people to achieve a common goal; ability to transfer knowledge, coach and assist others through complex repair processes
* Perform work independently with minimal supervision; ability to operate efficiently and effectively without direct oversight
Demonstrates analytical skills; and ability to identify and analyze repair trends and issues
* Must have basic computer skills: PC, Windows, mouse, etc. (intermediate level)
* Knowledge of Ryder's SMO and Shop Systems; must have sound understanding of Ryder's repair policies (advanced level)
* Required to operate shop computers and diagnostic test equipment proficiently (advanced level)
* Prior training and development knowledge (intermediate level) preferred
* Other:
* SBTIII trained (SBT220) (180 Days, required)
* Complete all OEM on-line diagnostic scan tool software courses as required by location fleet mix; complete Instructor led OEM courses as required to support location fleet mix (1 Year, required)
* Tire & Wheel safety trained (TW220) (90 Days, required)
* PM qualified (PM230 & PM298) (90 Days, required)
* Brake Air qualified (BA220 & BA298) (90 Days, required)
* Must meet federal qualifications of brake mechanic and inspectors (FMCS 396.25) (Upon Hire, required)
* Brake Hydraulic qualified (BH220&BH298)where appropriate (90 Days, required)
* Must meet federal qualifications of brake mechanic and inspectors (FMCS 396.25)
* A/C recycling & recovery certified (CF609) (90 Days, required)
* A/C qualified (AC220&AC298) (180 Days, required)
* HD electrical trained (DR208) (90 Days, required)
* Valid Commercial Driver License (CDL) CLASS A (180 Days, required)
* NonCommercial Driver License CLASS E (Upon Hire, required)
* PM, Brakes, A/C, Electrical, Electronics (Upon Hire, required)
* Master Mechanic (Upon Hire, required)
* DOT Safety Regulated Position, Regulated Tech
* Safety Sensitive Position
* Regulated Tech:
Must be able to obtain CDL within 6 months after hire
Pass a Ryder Drug Test
Pass a DOT physical
Pass a Ryder road test
Pass a Ryder Background and Motor vehicle check including Drug and alcohol verification from previous employers for the last 3 years
Important Note: Additional requirements may be required in different locations and/or accounts.
Responsibilities:
* Analyze, diagnose, layout required processes for location technicians and Service Managers related to specific equipment and or process issues; will serve as a leader and consultant with technical expertise to educate and implement repair and process enhancements; conduct gap analysis, impact root cause identification to create action plans for location management
* Analysis of breakdown and trends in order to recommend, correct and increase productivity through hands on training, personal coaching and education of technicians as well as service managers; will lay out repair plans and implement leadership direction; will step in an run locations as fill in/floater Service Manager as needed in times of transition, as well as additional support working with new SM's and/or struggling locations, especially in locations needing additional technical support
* Hands-on diagnosis, application of diagnostics and repair complex issues with specific equipment as needed
* Work directly with customers in tangent with sales and branch management related to complex issues identified through analysis for recommended implementation solutions; in addition, participate with sales teams to act as technical expert related to sales and issues associated with specific equipment, customers and vendors
Performs other duties as assigned
* Analyze and utilize breakdown data by customer and by branch to develop specific action plans designed to bring breakdown frequencies in line with company targets; actions include but are not limited to training, tooling, in depth diagnostics, and engagement of outside resources such as TAC group and OEM representatives
* Leverage data around breakdown frequencies, inside and outside repair spends throughout the BU to develop corrective strategies to reduce overall BU repair frequencies and spend
* Provide trend analysis and implement action plans to BU management team in monthly meetings and conference calls based on findings from repair history, trends and data analysis; provide certifications for technicians as training modules are completed
Work with the Field Training Managers to provide qualifications of trained technicians throughout the Business Unit
* Support field Maintenance Manager and Operations Managers as needed with technical assistance, mechanical expertise, and problem vehicle diagnostics and resolution
* Mentor new Operation Management Trainees to help develop their technical development, understanding and comprehension
Provide input to Ryder training team related to new or adjusted training needs regarding complex issues identified
Ryder 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.
Apply/Share:
The Technical Support Specialist will primarily provide struggling shop branches within a business unit (BU) with consultative expertise, guidance and support. This role will be both consultative and hand-on, as it relates to complex diagnostics and repairs or processes. The ideal candidate must have analytical and leadership ability, as they will be analyzing trends and processes, uncovering the root cause of issues, and advising and providing Service Managers (SM) with feedback on root cause, resolution, processes improvements, coaching and guiding technicians and/or the SM.
The Technical Support Specialist will conduct breakdown frequencies and trend analysis using various tools, such as shop breakdown reports, to investigate and identify trends and emerging issues by shop or customer, and present to the shop SM and/or BU recommended solutions, action plans, and process improvements at the location or Business Unit level to improve overall vehicle repair services. This individual will gather groups of trained technicians and reinforce repair/mechanical procedures; identify skills gaps, coach/mentor, and share best practices based on trend analysis or observations; and will also observe and qualify/certify technicians
The Technical Support Specialist will have authority over the location Service Manager when visiting the branch and providing input/guidance to correct impending technical or operation issues. The incumbent may also be responsible for functioning as the location Service Manager in their absence for various reasons (vacancies, temporary openings, etc.). In some instances, this individual may also take direction from, and serve as a consultant to, the field Maintenance Managers within their specific business unit footprint. This position will report to the Director of Operations (DOO) and seek guidance from the DOO as it relates to prioritizing which shops to address.
Requirements:
* High school diploma or GED equivalent
* Vocational or technical certification in related field preferred
* Five (5) years or more of experience in complex technical repair
* Five (5) years or more of experience in prior service management
* Five (5) years or more of experience in diagnostic and analytical troubleshooting
* Strong mechanical skills, with the ability to diagnose, troubleshoot and perform repairs
* Ability to:
* Build strong customer relationships; being able to communicate and resolve customer issues
* Guide, engage, and impart knowledge to others; ability to coach, train and develop others with technical knowledge
* Create and maintain professional relationships within all levels of the organization (peers, work groups, customers, and supervisors); ability to partner with all Ryder employees at all levels as well as with outside vendors and customers
* Organize, motivate and provide direction to a group of people to achieve a common goal; ability to transfer knowledge, coach and assist others through complex repair processes
* Perform work independently with minimal supervision; ability to operate efficiently and effectively without direct oversight
Demonstrates analytical skills; and ability to identify and analyze repair trends and issues
* Must have basic computer skills: PC, Windows, mouse, etc. (intermediate level)
* Knowledge of Ryder's SMO and Shop Systems; must have sound understanding of Ryder's repair policies (advanced level)
* Required to operate shop computers and diagnostic test equipment proficiently (advanced level)
* Prior training and development knowledge (intermediate level) preferred
* Other:
* SBTIII trained (SBT220) (180 Days, required)
* Complete all OEM on-line diagnostic scan tool software courses as required by location fleet mix; complete Instructor led OEM courses as required to support location fleet mix (1 Year, required)
* Tire & Wheel safety trained (TW220) (90 Days, required)
* PM qualified (PM230 & PM298) (90 Days, required)
* Brake Air qualified (BA220 & BA298) (90 Days, required)
* Must meet federal qualifications of brake mechanic and inspectors (FMCS 396.25) (Upon Hire, required)
* Brake Hydraulic qualified (BH220&BH298)where appropriate (90 Days, required)
* Must meet federal qualifications of brake mechanic and inspectors (FMCS 396.25)
* A/C recycling & recovery certified (CF609) (90 Days, required)
* A/C qualified (AC220&AC298) (180 Days, required)
* HD electrical trained (DR208) (90 Days, required)
* Valid Commercial Driver License (CDL) CLASS A (180 Days, required)
* NonCommercial Driver License CLASS E (Upon Hire, required)
* PM, Brakes, A/C, Electrical, Electronics (Upon Hire, required)
* Master Mechanic (Upon Hire, required)
* DOT Safety Regulated Position, Regulated Tech
* Safety Sensitive Position
* Regulated Tech:
Must be able to obtain CDL within 6 months after hire
Pass a Ryder Drug Test
Pass a DOT physical
Pass a Ryder road test
Pass a Ryder Background and Motor vehicle check including Drug and alcohol verification from previous employers for the last 3 years
Important Note: Additional requirements may be required in different locations and/or accounts.
Responsibilities:
* Analyze, diagnose, layout required processes for location technicians and Service Managers related to specific equipment and or process issues; will serve as a leader and consultant with technical expertise to educate and implement repair and process enhancements; conduct gap analysis, impact root cause identification to create action plans for location management
* Analysis of breakdown and trends in order to recommend, correct and increase productivity through hands on training, personal coaching and education of technicians as well as service managers; will lay out repair plans and implement leadership direction; will step in an run locations as fill in/floater Service Manager as needed in times of transition, as well as additional support working with new SM's and/or struggling locations, especially in locations needing additional technical support
* Hands-on diagnosis, application of diagnostics and repair complex issues with specific equipment as needed
* Work directly with customers in tangent with sales and branch management related to complex issues identified through analysis for recommended implementation solutions; in addition, participate with sales teams to act as technical expert related to sales and issues associated with specific equipment, customers and vendors
Performs other duties as assigned
* Analyze and utilize breakdown data by customer and by branch to develop specific action plans designed to bring breakdown frequencies in line with company targets; actions include but are not limited to training, tooling, in depth diagnostics, and engagement of outside resources such as TAC group and OEM representatives
* Leverage data around breakdown frequencies, inside and outside repair spends throughout the BU to develop corrective strategies to reduce overall BU repair frequencies and spend
* Provide trend analysis and implement action plans to BU management team in monthly meetings and conference calls based on findings from repair history, trends and data analysis; provide certifications for technicians as training modules are completed
Work with the Field Training Managers to provide qualifications of trained technicians throughout the Business Unit
* Support field Maintenance Manager and Operations Managers as needed with technical assistance, mechanical expertise, and problem vehicle diagnostics and resolution
* Mentor new Operation Management Trainees to help develop their technical development, understanding and comprehension
Provide input to Ryder training team related to new or adjusted training needs regarding complex issues identified
Ryder 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.
Apply/Share:
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