Maintenance Technical Support Coordinator

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Maintenance Technical Support Coordinator based in United States.** This role provides advanced technical support for critical roadside breakdowns across a large commercial vehicle fleet. You will take ownership of Tier 2 emergency cases, using your maintenance expertise to diagnose issues and determine the most effective resolution. The position combines technical troubleshooting, customer communication, cost awareness, and real-time decision-making. You will work directly with drivers, dispatchers, service providers, and maintenance teams to restore vehicle uptime quickly and safely. The role also contributes to improving fleet reliability by identifying recurring breakdowns, OEM quality concerns, and warranty-related issues. You will share technical knowledge, mentor Tier 1 support teams, and help strengthen maintenance processes and training. This is a high-impact opportunity for an experienced transportation maintenance professional who thrives in fast-paced, high-pressure environments. ### 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.