Technical support coordinator job description

- Ensures attainment of project schedules. (~30%)

- Document and handle project scope changes, communicate revised project schedule and issues change orders for customer approval. (~20%)

- Researches business and technical issues to establish what is being done and where improvements are possible. (~10%)

- Contributes to team efforts by accomplishing related results in a cooperative and supportive manner. (~10%)

- Attends and participates in project closure meetings and financial meetings. (~10%)

- Development & management of the field labor model and the quarterly reviews. (~10%)

- Conduct internal and customer kick off meetings, participates on cross-functional teams, internal and external inter-departmental issues; establishing and communicating project schedules, objectives, priorities, and targets. (~10%)

Non-Essential Duties : Performs other duties as assigned.

All employees shall be in compliance with the Archrock Health Safety and Environmental Policy and local, statutory and/or regulatory requirements at all times.

Skills and Abilities:

Ability to:

- Ensure attainment of project schedules.

- Coordinate the development of the Edge.

- Document and handle project scope changes, communicate revised project schedule and issues change orders for customer approval.

- Conduct internal and customer kick off meetings, participates on cross-functional teams, internal and external inter-departmental issues; establishing and communicating project schedules, objectives, priorities, and targets.

- Coordinate technical interpretation as required.

- To ensure adherence to policies, procedures, government regulations, and customer specifications; ensuring the documentation of project activities and deliverables.

- Keep upper management informed on project status by reporting on project status such as: identifying risks, tests, costs, issues, and performance to established targets on a regular basis.

- Work on new design or high complexity of ad-hoc operations and cost analysis.

- Make business case presentations.

- Research business and technical issues to establish what is being done and where improvements are possible.

- Contribute to team efforts by accomplishing related results in a cooperative and supportive manner.

- Attend and participate in project closure meetings and financial meetings.

- Comply with Sarbanes-Oxley process requirements.

- Train and/or mentor the use of Edge Dashboard.

- Development & management of the field labor model and the quarterly reviews.

- Oversee Vehicle Fleet management.

- Demonstrate strong communication skills.

- Demonstrate strong analytical skills.

Minimum Education and Certification:

- Bachelor's degree from a four-year college or university, preferably in Engineering or related field.

- Two+ years related experience and/or training.

Minimum Experience:

- Experience with ERP systems.

- Working with multi-discipline teams.

- Experience with project scheduling.

- Experience in customer service oriented roles.

Leadership:

- No leadership responsibilities, but may serve as a resource to others with less experience.

Physical Demands: (Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

- Standard requirements. Bending, squatting, climbing, stooping, twisting and reaching will all be required occasionally in this position.

- Sitting for long periods of time.

- Lifting 10 pounds' maximum with occasional lifting and/or carrying of objects weighing up to 10 pounds.

- Must meet all OSHA regulations and must wear all required PPE when in the field/shop environment.

This job description is a summary of essential job functions. It is not intended as an employment contract, nor is it intended to describe all duties someone in this position may perform. All employees are expected to perform tasks, as assigned by supervisor, regardless of job title or routine job duties.

Reports to Director of Patient Services. Maintains stock levels of inventory and non-inventory supplies, specialty items, and implants stored in Central Processing. Completes the appropriate documents (paper or electronic) to maintain the inventory levels of instruments, implants, and miscellaneous supplies.
MISSION, VALUES and SERVICE GOALS

MISSION: We deliver outstanding care, inspire health, and connect with heart. VALUES: Trust. Respect. Integrity. Compassion. SERVICE GOALS: Personally connect. Keep everyone informed. Be on their team.


Inventory Control:


Maintains stock levels of inventory and non-inventory supplies, specialty items, and implants stored in CPD. Completes the appropriate documents (paper or electronic) to maintain the inventory levels of instruments, implants, and miscellaneous supplies. Receives and places into storage the items that have been ordered through various methods. Rotates the supplies as required to lower the incidence of outdated supplies. Handles repairs and returns as required for CPD and the surgical areas. Helps to maintain the Tissue Bank database by entering data and completing the appropriate paperwork associated with this process. Monitors surgical schedules for future needs of supplies, implants, and instruments/equipment. Performs cost comparisons and availability research for needed items utilizing group contract vendors where possible. Serves as a liaison with vendors to facilitate the ordering process.


Miscellaneous Duties and Tasks:


As requested, helps with orientation and training of new employees. Completion of a Central Service Technical Training Course after completion of the probationary period, if not already Registered/Certified. Keeps up to date on new instruments and equipment learning how to clean, assemble, package, and sterilize (if required) the new technology. Utilizes various software applications (instrument tracking, inventory control, surgery scheduling) in the performance of the job which enhances efficiency and productivity. Assists in work activities in all areas of the department to maintain efficient work flow. This includes answering the phone and responding to the requests. Assists with supervising staff in managers absence.


Contribute to the overall effectiveness of the department by:


Completes other job-related duties and projects as assigned.


ORGANIZATIONAL RESPONSIBILITIES



Associate complies with the following organizational requirements:


Attends and participates in department meetings and is accountable for all information shared. Completes mandatory education, annual competencies and department specific education within established timeframes. Completes annual employee health requirements within established timeframes. Maintains license/certification, registration in good standing throughout fiscal year. Direct patient care providers are required to maintain current BCLS (CPR) and other certifications as required by position/department. Consistently utilizes appropriate universal precautions, protective equipment, and ergonomic techniques to protect patient and self. Adheres to regulatory agency requirements, survey process and compliance. Complies with established organization and department policies. Available to work overtime in addition to working additional or other shifts and schedules when required.



Commitment to Beacon's six-point Operating System, referred to as The Beacon Way:


Leverage innovation everywhere. Cultivate human talent. Embrace performance improvement. Build greatness through accountability. Use information to improve and advance. Communicate clearly and continuously.


Education and Experience


The knowledge, skills, and abilities as indicated below are normally acquired through the successful completion of a High School Diploma or Equivalent. Individual must be Certified and Registered as a Central Service Technician (CRCST) or Certified as a Surgical Technologist (CST). Up to 1 year experience is required. Two years experience in Central/Sterile Processing environment with two years experience in a supervisory capacity is helpful. Preferred membership in a professional organization.


Knowledge & Skills


Working knowledge of inventory control. Working knowledge of medical terminology, anatomy, and physiology. Must be able to properly identify all supplies, instruments, and equipment. Must be able to maintain accurate files. Working knowledge of computers, experience with Word Microsoft, Excel, Access, and Outlook helpful.


Working Conditions


Frequent use of computer terminal for inputting and follow-up. Potential risk due to possible exposure to blood and body fluids, high concentration hydrogen peroxide. Potential burns on hot equipment.


Physical Demands


Required to lift 50 pounds in order to receive supplies. Frequent sitting, lifting and bending.

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SummaryThe Maintenance Technical Support Coordinator IV position is responsible for taking complete ownership of all Tier 2 emergency roadside cases, from start to finish. This position has the authority and autonomy to determine whether we send an internal technician for call out or send the work to a third party. The function of this position is to resolve technical related problems on Ryder lease or contract vehicles stemming from manufacture quality, engineering shortcomings, manufacturing defects, misapplication as well as general reliability, durability or other operational issues. Using strong maintenance knowledge and various proven problem solving processes, they will address and resolve customer roadside unit breakdown or system failure issues via telephonic communication with customers in breakdown situations, identifying and executing the best course of action to resolve the issue or problem and will as a result, improve the customer experience with quick uptime results.Essential Functions
Assess research, trouble-shoot and remedy vehicle roadside breakdowns handled through Ryder Customer Response Center (RCRC) with full autonomy of decisions related to cost and responsible to improving customer uptime Assist with follow ups, escalations, service provider interactions in partnership with RCRC agents and leadership. Provide periodic summaries and analysis to the maintenance team to improve breakdowns, OEM quality, and warranty issues.Provide updated technical knowledge to the maintenance team, including OEM provided information, internal technical training, technical bulletins, info Center and other sources for training and development.Mentor the Tier 1 call center team. Provide status updates, participate in other meetings, and provide periodic training.
Additional Responsibilities
Performs other duties as assigned.
Skills and Abilities
Highly technical skills with expertise experience related to Ryder fleet assets Expertise in refrigeration, lift gate, electrical, after-treatment systems, OEM platform and Ryder technical certifications/qualifications (PM, Brake, Tire & Wheel, A/C, Battery Charge & Check, etc.) Ability to elicit and understand detailed descriptions/communications from customer drivers and/or dispatchers related to unit issues/breakdown detail Ability to communicate and direct recommendations for driver initiated “fixes” to units based on the diagnostic communications in a safe and clear manner; Strong interpersonal, listening and analytical communication skills Ability to identify and communicate necessary technical needs and required tools to address the mechanical issues relayed from the driver Working knowledge of vendor recommendations related to specific customer unit breakdown needs based on equipment and part needs Ability to analyze and recommend out service/towing solutions vson-call mobile technician Ability to diagnose, recommend and communicate mechanical and electrical repair recommendations with minimal (if any) support utilizing diagnostic and technical expertise experience; Must possess demonstrated analytical and repair skills in overall vehicle maintenance Active learner and ability to stay abreast of new product and technology advancements in the industry by participating in training opportunities to maintain technical expertise related to new and changing unit technology Ability to speak, understand, read and write EnglishAbility to speak, understand, read and write Spanish (preferred) Ability to calmly manage and influence high pressure environment in addressing critical customer breakdown issues; establish and maintain strong relationships in times of crisis Possess basic computer skills including Ryder systems including the ability to operate automated shop computers and diagnostic testing equipment Must be available to work alternate shifts/schedules including evenings, weekends and on-call as needed
Qualifications
H.S. diploma/GED required Vocational or Technical Certification preferred -ASE certifications Five (5) years or more working in a Ryder Operations (shop) environment preferred Two (2) years or more in Ryder operations direct customer service exposure preferred Four (4) years or more in transportation maintenance required Two (2) years or more in technical diagnostic and customer resolution exposure related to most major vehicle/engines in Ryder fleet required ASE Certifications
TravelNoneDOT RegulatedNo

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.

Job Seekers can review the Job Applicant Privacy Policy by clicking HERE.