Maintenance Technical Support Coordinator

Accountabilities:

• Take full ownership of Tier 2 emergency roadside cases from initial assessment through resolution, independently determining whether to dispatch an internal technician, mobile service provider, towing, or another appropriate solution.
• Research, assess, troubleshoot, and resolve vehicle roadside breakdowns while balancing technical requirements, cost considerations, safety, and customer uptime.
• Diagnose mechanical and electrical issues through telephone-based communication with drivers and dispatchers, gathering detailed information about symptoms, equipment, parts, and operating conditions.
• Provide clear and safe recommendations for driver-initiated troubleshooting or repairs when appropriate, while identifying the tools, equipment, and technical resources required.
• Evaluate vendor recommendations and determine appropriate service solutions based on vehicle configuration, equipment requirements, and parts availability.
• Support follow-ups, escalations, and service-provider interactions in partnership with customer response teams and leadership.
• Analyze recurring breakdowns and provide summaries and insights to maintenance teams to support improvements in vehicle reliability, OEM quality, warranty performance, and operational outcomes.
• Maintain and share current technical knowledge, including OEM information, technical bulletins, internal training materials, and other relevant resources.
• Mentor Tier 1 call center personnel, provide status updates, participate in team meetings, and deliver periodic technical training.
• Stay current with emerging vehicle technologies, products, diagnostic methods, and maintenance practices through ongoing training and professional development.
• Perform other duties as assigned.

Requirements

• High school diploma or GED required; vocational or technical certification preferred.
• ASE certifications required.
• 4+ years of experience in transportation maintenance, with 2+ years of technical diagnostic and customer-resolution experience involving major vehicle and engine systems.
• 5+ years of experience working in a fleet operations or maintenance shop environment is preferred, along with 2+ years of direct customer service exposure within fleet operations.
• Advanced technical knowledge of fleet assets, including refrigeration, lift gates, electrical systems, after-treatment systems, OEM platforms, and maintenance areas such as preventive maintenance, brakes, tires and wheels, air conditioning, and battery systems.
• Strong diagnostic and repair capabilities across mechanical and electrical vehicle systems, with the ability to work independently with minimal technical support.
• Ability to gather and interpret detailed breakdown information from drivers and dispatchers and translate that information into appropriate technical recommendations.
• Strong analytical, listening, interpersonal, and communication skills, with the ability to provide clear instructions during critical breakdown situations.
• Ability to remain calm under pressure, influence positive outcomes, and build strong relationships with customers and stakeholders during high-stress situations.
• Basic computer skills and the ability to operate fleet maintenance systems, automated shop computers, and diagnostic testing equipment.
• Strong commitment to continuous learning and staying current with new vehicle technologies and industry developments.
• Ability to read, write, speak, and understand English; Spanish language proficiency is preferred.
• Willingness and availability to work alternate shifts, including evenings, weekends, and on-call schedules as required.
• Must be comfortable working independently and making time-sensitive decisions with significant responsibility for customer uptime and service outcomes.

Benefits

• Hourly compensation of $28.00/hour.
• $1.00/hour shift differential for second shift.
• $1.50/hour shift differential for third shift.
• Comprehensive health and welfare benefits for full-time employees.
• Medical and prescription coverage.
• Dental and vision insurance.
• Life insurance and disability insurance options.
• Paid time off for vacation, illness, bereavement, family leave, and parental leave.
• Tax-advantaged 401(k) retirement savings plan.
• Full-time remote work opportunity with no required travel.
• Opportunity to develop advanced technical expertise across a diverse commercial vehicle fleet.
• Collaborative environment focused on safety, innovation, professional growth, and meaningful operational impact.
• Full-time schedule with availability required across all shifts.