Highland Electric Fleets

Operations

• Utilize internal tools and reporting to actively monitor fleet and charging infrastructure performance, identify emerging issues, and create tickets as needed.
• Respond to customer tickets within 24 hours (excluding weekends), providing detailed updates and maintaining public communication at least once per week.
• Diagnose operational problems using OEM portals and historical data to drive timely and effective resolutions.
• Coordinate with dealers to resolve out-of-service assets and close completed tickets within 24 hours of resolution.
• Identify performance trends and proactively engage customers to address potential issues before they escalate.
• Serve as the central point of contact for escalated or long-term service issues, collaborating with OEMs, bus dealers, and internal teams to develop sustainable solutions.
• Establish data-driven workflows to transition operations from reactive to proactive support.
• Create and maintain knowledge-based articles, troubleshooting guides, and documentation to improve efficiency and empower the support team.
• Lead periodic fleet performance review conversations with customers, providing constructive feedback and updates.

Technical Operations Specialist