Ryder System Warranty Service Coordinator in ALPHARETTA, Georgia

Position Description

The Used Vehicle Warranty Service Coordinator will administer extended warranty coverage to approximately half of the 12,000 retail used vehicles Ryder sells annually. It is anticipated 6,000 vehicles will be under coverage at any given time. The Used Vehicle Warranty Service Coordinator will use customer service skills, administrative abilities, Ryder's business rules, mechanical knowledge, failure analysis skills and knowledge of standard repair practices and guidelines to administer RRRP, 30 day warranty and pre-delivery claim validation, proper diagnosis and vehicle repair, invoicing and payment to the end goals of cost control and adherence to the policies regulating the customer's warranty or pre-delivery agreement with Ryder. The Used Vehicle Warranty Service Coordinator will advise Used Vehicle Warranty Manager on warranty related failure and cost issues.

Requirements

  • 3 years experience in vehicle maintenance and/or a degree in maintenance technology

ADDITIONAL REQUIREMENTS:

  • Personal computer literate

  • Knowledge of engine, fuel system, automatic transmission, manual transmission and differential diagnostic processes including available ECM data and diagnostic tools available

  • Able to bridge distance by making maintenance decisions on vehicles/components diagnosed by others

  • Knowledge of trucks, truck components, vehicle classifications, applications, failure causes, progressive damage and component abuse

  • Knowledge of InfoCenter reporting system or similar Data Warehouse reporting system

  • Knowledge of Ryder used vehicle warranty programs (covered vehicles, parts, and components)

  • Knowledge of Department of Transportation (D.O.T.) required inspection list

  • Experience working with vehicle component failures

  • Knowledge of required preventive maintenance and ability to validate necessary preventive maintenance has occurred

  • Negotiating skills

  • Experience with working in a call center environment Excellent verbal and written communication skills

  • Excellent problem solving/resolution skills

  • Excellent organizational skills Experience with Standard Repair Times desirable

  • Experience in issuing purchase orders, invoice review and invoice matching

  • Familiarity with major vehicle component repair channels

  • Experience managing multiple major failures from repair initiation through completion and payment

  • Experience interacting with retail customers

Responsibilities

  • The Used Vehicle Warranty Service Coordinator will be the frontline RRRP, 30 day and pre-delivery contact to the customer and the repairing vendor

  • The Used Vehicle Warranty Service Coordinator must strictly follow the RRRP, 30 day warranty and or pre-delivery guidelines and processes from report of failure to resolution of the customer complaint/concern

  • When a complaint merits initiation of a claim the Used Vehicle Warranty Service Coordinator will select a service provider, direct the diagnosis of the failure, verify the severity of the claim, set repair parameters for each claim, ensure the customer deductible is accounted for, and process payment to the servicing vendor through Ryder's A/P process

  • The Used Vehicle Warranty Service Coordinator will qualify the validity of the RRRP, 30 day and or pre-delivery claim at each stage of the claim process and limit authorized repairs to those goods and services required to meet Ryder's warranty or pre-delivery commitment while: Being aware of the contractual stop loss associated with signed agreements with the customer

  • Implementing litigation avoidance techniques

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.

Requisition ID 2018-55617

Category Asset Management

Employment Type Regular - Full Time (4)

Travel Requirements 0-10%

Position Code 9276