Director of Fleet Monitoring

About the position

EquipmentShare is hiring a Director of Fleet Monitoring responsible for building and leading a Managed Services team, consisting of Fleet Surveillance Technicians that provide 7x24x365 remote monitoring, management, and troubleshooting of EquipmentShare's heavy equipment rental fleet. Service delivery will also extend to Customer Owned Equipment (COE) fleets.

Responsibilities

• Perform job duties in accordance with EquipmentShare's vision, mission, and values.
• Build and lead a team of Uptime Management Center (UMC) Surveillance Technicians responsible for fleet monitoring services and responding to events and alarms, supporting the incident management process, including defining the impact, properly escalating, troubleshooting, and resolving incidents.
• Maintain the EquipmentShare fleet to meet equipment performance and availability requirements.
• Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Establish and maintain professional working relationships with internal departments and rental/retail markets across the organization.
• Establish & monitor team KPIs to ensure performance expectations are met.
• Provide input on organizational-level priorities, strategic goals and vision.
• Assist in the creation, management, and oversight of the Managed Services budget to ensure responsible spending that maximizes profitability.
• Manage/coordinate/define weekly shift/on-call rotations as required to support 7x24x365 coverage.
• Ensure the team is equipped to manage workload through staffing, process efficiencies and on-call schedule as appropriate for the given function.
• Represent the department effectively & professionally as required, both internally and externally to our end customers.
• Escalation management of hot issues both from a customer management perspective, as well through providing managerial support & guidance to surveillance technicians as required.
• Drive quality, process, and workflow improvements across the entire department with the goal of increased effectiveness, efficiency, and best-in-class results.
• Actively research the newest and best-in-class Service practices, tools and standards, for applicability to the organization's mission.
• Set team and individual priorities for direct reports, including evaluation of performance, providing regular feedback, and building personal developmental plans.
• Serve other needs of the Director to make their day-to-day activities more manageable.

Requirements

• A passion for helping others and a willingness to go the extra mile in providing nothing less than exceptional service and a positive customer experience.
• Proven team leadership and/or crisis management skills in a 7x24x365 Managed Services organization.
• Strong technical expertise in the heavy equipment and/or equipment rental industries.
• Ability to define Managed Services team goals and metrics, and then implement a plan to achieve them with team buy-in.
• Demonstrated success in establishing business processes that drove higher operational efficiencies and customer satisfaction.
• Experience with managing budgets and/or financial awareness.
• Ability to maintain strict confidentiality.
• Strong organizational skills with attention to detail and accuracy.
• Strong time management and communication skills.
• Ability to leverage technology to improve communication and efficiency.
• Ability to multi-task and manage multiple priorities.
• Working knowledge of G-Suite, including Gmail, Google Docs, Sheets, and Drive.
• Ability to proofread and edit written content.
• Attention to detail with the ability to quickly identify process break-downs.
• Ability to be flexible and adapt to change in a positive manner.
• Ability to travel on an as-needed basis.
• Self-starter and highly motivated with a strong, positive work ethic that contributes to the vision of the department and the company as a whole.
• Must possess a professional yet enthusiastic and friendly demeanor.

Benefits

• Competitive salary.
• Medical, Dental and Vision coverage for full-time employees.
• 401(k) and company match.
• Generous paid time off (PTO) plus company paid holidays.
• Stocked breakroom and full kitchen, chef prepared meals daily (breakfast and lunch).
• State of the art onsite gym (Corporate HQ) with instructor led-courses/Gym stipend for remote employees.
• Seasonal and year round wellness challenges.
• Company sponsored events (annual family gatherings, happy hours and more).
• Volunteering and local charity initiatives that help you nurture and grow the communities you call home. Employees receive 16 hours of paid volunteer time per year.
• Opportunities for career and professional development with conferences, events, seminars and continued education.