Fleet Management & Tech Support

PassiveLogic•Holladay, UT

9d•Onsite

About The Position

Fleet Management & Tech Support is responsible for leading PassiveLogic's Service Operations organization, ensuring the continuous availability, reliability, and operational excellence of Hive, Autonomy, and deployed customer building automation systems. This role provides technical support while serving as the primary operational interface between customers, Customer Success, Engineering, Product Management, and Deployment teams. The Manager owns customer incident management, production operations, change management, software deployment, platform monitoring, customer communications, and service delivery against defined Service Level Agreements (SLAs). The role is also responsible for building the operational foundation for PassiveLogic's Managed Services business, driving continuous improvement, automation, and operational scalability as the company grows. In addition, the Manager owns the operational enablement and technical support model for PassiveLogic’s indirect channel, including distributors, Master Systems Integrators (MSIs), and installers. This includes the tools, processes, documentation, support workflows, and operational governance required for partners to deploy and support PassiveLogic solutions successfully at scale.

Requirements

Building Automation Systems (BAS/BMS)
HVAC controls and building operations
BACnet, Modbus, MQTT, and IP networking
Linux and cloud-based software platforms
Operational monitoring and telemetry platforms
Log analysis and diagnostics
Jira, ServiceNow, Zendesk, or equivalent ticketing systems
Root cause analysis and operational troubleshooting
DevOps and Site Reliability Engineering (SRE) principles
ITIL service management practices

Responsibilities

Own day-to-day operations of PassiveLogic's production customer environments.
Ensure operational consistency across all customer deployments.
Develop scalable operational processes as customer deployments increase.
Monitor operational KPIs and continuously improve service delivery.
Establish operational readiness for new products, releases, and customer deployments.
Own the end-to-end customer incident management process.
Lead major incident response and coordinate cross-functional resolution activities.
Ensure first- and second-level technical support meets defined response and resolution SLAs.
Drive root cause analysis and corrective actions following major incidents.
Escalate critical issues appropriately while maintaining customer and executive visibility.
Ensure incidents are fully documented and closed only after customer validation.
Oversee customer configuration changes and production maintenance activities.
Coordinate production changes while minimizing customer impact.
Manage software redeployments and recovery activities.
Maintain operational governance for all production changes.
Ensure complete change documentation and auditability.
Serve as the operational point of contact during customer incidents and maintenance activities.
Provide timely, accurate, and transparent customer communications.
Coordinate customer notifications for planned maintenance, outages, and software releases.
Partner with Customer Success to ensure an exceptional customer experience.
Manage operational escalations with professionalism and urgency.
Lead production software deployments across customer environments.
Coordinate Hive version upgrades and Autonomy software releases.
Execute controlled redeployments following planned maintenance or incidents.
Validate deployment success through monitoring and customer verification.
Continuously improve deployment quality, repeatability, and automation.
Ensure high-quality engineering tickets are created with complete diagnostics, telemetry, logs, and reproduction steps.
Prioritize engineering work based on customer impact and business priorities.
Track engineering deliverables against clearly defined SLAs.
Coordinate issue validation and customer acceptance following engineering fixes.
Maintain effective operational collaboration between Service Operations and Engineering.
Own operational monitoring of Hive and all deployed customer environments.
Ensure platform availability, reliability, usability, and performance meet customer expectations.
Monitor telemetry and proactively identify anomalies before customer impact.
Develop dashboards and operational metrics to improve platform visibility.
Drive automation of monitoring, alerting, and operational workflows.
Monitor building comfort performance across customer deployments.
Ensure HVAC systems and autonomous control strategies operate as intended.
Respond to comfort-related customer issues.
Coordinate corrective actions with Engineering and Customer Success teams.
Validate operational performance following deployments and software updates.
Close the loop between field operations, Customer Success, and Product Engineering by ensuring operational learnings are translated into product improvements.
Identify recurring incidents, deployment friction, usability challenges, and operational bottlenecks, driving root-cause analysis and permanent corrective actions.
Capture customer feedback regarding Hive usability, platform reliability, telemetry, and comfort performance, ensuring customer insights directly influence product development.
Build and continuously improve repeatable deployment playbooks, operational runbooks, and standard operating procedures that improve with every customer rollout.
Drive operational automation and process standardization to improve scalability, consistency, and service quality.
Champion continuous improvement initiatives that reduce incident volume, improve deployment efficiency, and enhance customer satisfaction.
Help define, implement, and continuously evolve PassiveLogic's long-term Managed Services operating model as the platform, customer base, and operations organization scale.
Measure operational trends and recommend investments in tooling, monitoring, automation, and support processes to improve service maturity and operational excellence.
Own the operational model for PassiveLogic’s indirect deployment and service ecosystem, including distributors, MSIs, certified installers, and implementation partners.
Develop and maintain the tools, deployment templates, runbooks, documentation, training materials, and support workflows partners need to deploy and operate PassiveLogic solutions successfully.
Establish scalable partner onboarding, technical readiness, certification, escalation, and support processes.
Provide first- and second-line technical enablement and escalation support for complex partner deployments and operational issues.
Define clear roles, handoffs, service levels, and governance between PassiveLogic, distributors, MSIs, installers, and end customers.
Monitor partner deployment quality, support performance, and customer outcomes; intervene when delivery or operational standards are at risk.
Capture structured feedback from channel partners and translate recurring deployment friction into improvements in product, tooling, documentation, training, and operating processes.
Partner with Sales, Customer Success, Product, and Deployment teams to build a high-performing global channel capable of scaling customer delivery without compromising quality.