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Highland Electric Fleets · 3 hours ago

Technical Operations Specialist

Beverly, MA

Full-time

Hybrid

Mid Level

$75K/yr - $90K/yr

3+ years exp

Highland Electric Fleets is North America’s leading provider of Electrification-as-a-Service (EaaS), focusing on making electric fleets accessible and affordable. The Technical Operations Specialist is responsible for maintaining the performance and reliability of the electric school bus fleet, conducting assessments of system alerts, and managing customer support tickets to ensure effective resolutions.

Fleet ManagementTransportation

Responsibilities

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

Escalate issues or scopes of work beyond site or company capabilities through proper channels, ensuring transparency and accountability

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

Monitor and report key performance metrics, conduct quality reviews, and implement continuous improvement initiatives based on data and customer feedback

Lead periodic fleet performance review conversations with customers, providing constructive feedback and updates

Develop and execute plans to resolve outstanding issues, assigning corrective actions with clear ownership and timelines

Track progress of all corrective actions to completion and communicate status updates to relevant stakeholders

Qualification

Remote technical supportElectric vehicle troubleshootingEnterprise Asset ManagementPerformance reportingProblem-solving skills

Required

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