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Highland Electric Fleets logo
Highland Electric Fleets

The simplest and most affordable way to electrify school bus fleets.

Technical Operations Specialist

OperationsOperationsOtherRemoteSeniorTeam 51-200H1B No SponsorCompany SiteLinkedIn

Location

Massachusetts

Posted

141 days ago

Salary

$75K - $90K / year

Seniority

Senior

3 yrs expEnglish

Job Description

Technical Operations Specialist

Highland Electric Fleets

• 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.

Job 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

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