Fleet Monitoring Technician

EquipmentShare • Columbia, MO

3d • Onsite

About The Position

The Uptime Monitoring Technician supports the 24/7 remote monitoring and basic management of EquipmentShare’s heavy equipment rental fleet and Customer Owned Equipment (COE). This role focuses on monitoring system alerts, assisting with incident triage, and escalating issues to senior team members to help maintain fleet uptime and performance.

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.
• Basic understanding of heavy equipment, mechanical systems, or a demonstrated interest in developing technical expertise in this area.
• Must be able to work in a 7x24 environment with rotating shifts and a potential on-call schedule.
• 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 in a fast paced environment.
• 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 identify process gaps and escalate as appropriate.
• Ability to be flexible and adapt to change in a positive manner.
• 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.

Nice To Haves

• Exposure to heavy equipment, mechanical systems, or fleet operations is a plus, but not required.
• Exposure or interest in coding, scripting, or SQL/database querying is preferred, but not required.

Responsibilities

• Perform job duties in accordance with EquipmentShare’s vision, mission, and values.
• Monitor fleet systems and respond to events and alarms; assist with incident triage, documentation, and escalation in accordance with established processes.
• Support the incident management process by identifying potential issues, gathering relevant information, and escalating as needed.
• Collaborate with Services Technical Support and senior team members to assist in troubleshooting and resolving equipment issues.
• Coordinate with internal teams (e.g., Warranty, Service Technicians, Service Managers) to support issue resolution and ensure timely communication.
• Support other members of the Uptime Management Center and internal teams as needed to ensure effective operations and service delivery.
• Monitor service maintenance intervals.
• Monitor and respond to branch personnel/customer queries and requests across various communication channels such as chat, email, and phone.
• Follow-up with branch personnel and customers to ensure issues are resolved to their satisfaction before closing cases.
• Contribute to knowledge base documentation to support team learning and improve efficiency.
• Participate in training initiatives to support development toward a Fleet Monitoring Specialist role and enhance technical and operational knowledge.
• Work with dealerships on viewing and clearing critical alerts.
• Adhere to contractual SLO/SLA performance and support team KPIs.
• Represent the department professionally in interactions with internal teams and customers.

Benefits

• Competitive compensation
• Full medical, dental, and vision coverage for full-time employees
• Generous PTO + paid holidays
• 401(k) + company match
• Gym membership stipend + wellness programs (earn PTO and prizes!)
• Company events, food truck nights
• 16 hours of paid volunteer time per year
• Career advancement, leadership training, and professional development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree