Technical Operations Specialist
Highland Electric Fleets
full-time
Posted on:
Location Type: Remote
Location: Massachusetts • United States
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Salary
💰 $75,000 - $90,000 per year
About the role
- 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.
Requirements
- 3+ years of experience in remote analytics, remote technical support, or hands-on field service for heavy-, medium-, or light-duty vehicle fleets.
- Strong technical aptitude and proficiency with ICE and/or electric vehicle troubleshooting, with a strong emphasis on modern on-highway diagnostics.
- Proficiency with Enterprise Asset Management (EAM) systems, ticketing, workflow management, performance reporting, and issue tracking.
- Willingness to travel for periodic customer site visits and company meetings; ability to work standard business hours with occasional evenings and/or holidays.
- Excellent problem-solving skills with the ability to communicate across technical and non-technical audiences.
Benefits
- Health, Vision, and Dental coverage for employees & their dependents
- Life insurance, public transportation assistance
- Generous Paid Time Off
- 401(k) program and company match
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
remote analyticstechnical supportfield servicevehicle troubleshootingon-highway diagnosticsEnterprise Asset Management (EAM)performance reportingissue trackingworkflow managementdata-driven workflows
Soft skills
problem-solvingcommunicationcollaborationcustomer engagementfeedback delivery