Ryder System Used Vehicle Warranty Service Coordinator in Alpharetta, Georgia
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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.
Position Location- Remote until Ryder states safe to return to office
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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
3 years’ experience in vehicle maintenance and repairs, dealership service advising, mechanical claims adjusting and/or a degree in maintenance technology
Personal computer literate
Experience interacting with retail customers
Knowledge of engine, fuel systems 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
Experience working with vehicle component failures
Knowledge of required preventive maintenance and ability to validate necessary preventive maintenance has occurred
Experience with working in a call center environment
Excellent verbal and written communication skills
Excellent problem solving/resolution skills
Excellent organizational skills
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
Knowledge of InfoCenter reporting system or similar Data Warehouse reporting system
Knowledge of Ryder used vehicle warranty programs or similar (covered vehicles, parts, and components)
Experience with Standard Repair Times desirable
Microsoft Office Proficiency
Knowledge of Department of Transportation (D.O.T.) required inspection list
Experience with PTC warranty systems or similar warranty data management system
Job Category: Customer Service
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: R24378
Job Type: Full time
Ryder operates behind the scenes, managing critical fleet, transportation and supply chain functions for over 50,000 customers, many of which make the products that consumers use every day. When you choose Ryder, you get access to industry-leading technology, one of North America’s largest fleet of trucks, an expansive infrastructure of maintenance facilities and warehouses, and some of the most talented people in the industry.