Technical Assistance Manager

Moove•Phoenix, AZ

6d•Hybrid

About The Position

Moove is seeking a Technical Assistance Manager to serve as the single point of contact for all technician escalations across depot operations. This role provides real-time and remote diagnostic guidance to field technicians, owns every engineering escalation end to end, and ensures each case is documented with clear resolution steps and outcomes. The Technical Assistance Manager bridges field technicians and engineering, partnering with operations, market leadership, and engineering stakeholders to resolve complex technical issues quickly, keep escalations accurate and valid, and maximize autonomous vehicle uptime and rider-only readiness.

Requirements

Technical mastery equivalent to AV Tech 4, including all duties and requirements of AV Tech Levels 1–4.
8–12+ years of advanced automotive, electric vehicle, or autonomous systems experience, including time as a master technician, shop foreman, or technical assistance/field support lead.
2+ years in a technical support, escalation management, or OEM technical assistance center (TAC) role preferred.
Bachelor’s degree in Mechanical Engineering, Electrical Engineering, Robotics, or a related technical field preferred; or Associate’s degree with equivalent mastery-level field experience.
ASE L3 (Light Duty Hybrid/Electric Vehicle Specialist) or equivalent high-voltage certification preferred.
ASE Master Technician certification preferred.
Ability to obtain required OEM warranty and technical certifications within one year of hire, as applicable to supported vehicle platforms.
Expert-level diagnostics of high-voltage battery systems, power electronics, and complex electrical architectures, including harness-level and pin-level faults.
Proven ability to guide technicians through complex diagnostics remotely, using clear, step-by-step direction.
Strong understanding of software-to-hardware interactions in autonomous and connected vehicles.
Expert use of diagnostic platforms, remote support tools, and maintenance/case management systems.
Ability to analyze fault data and case trends to identify recurring failures and root causes.
Exceptional written documentation skills, producing clear, complete case records and knowledge articles.
Ability to translate field findings into precise, actionable engineering escalations, and engineering responses into practical field instructions.
Calm, decisive communicator under time pressure, able to manage multiple concurrent escalations.
Proven ability to coach and develop technicians across experience levels.
Experience partnering cross-functionally with operations, market leadership, and engineering teams.
Comfort making high-stakes technical and safety decisions in real time that affect fleet deployment and passenger safety.
Ability to operate in a fast-paced environment with evolving hardware, software, and SOPs.
Primarily remote/desk-based support with periodic on-site depot visits for complex cases, training, and audits.
Availability to support escalations across shifts and time zones as required by operations.
Proficiency with shop equipment, high-voltage tooling, and advanced diagnostic interfaces when on site.
Valid driver’s license and satisfactory driving record.

Nice To Haves

2+ years in a technical support, escalation management, or OEM technical assistance center (TAC) role
Bachelor’s degree in Mechanical Engineering, Electrical Engineering, Robotics, or a related technical field
ASE L3 (Light Duty Hybrid/Electric Vehicle Specialist) or equivalent high-voltage certification
ASE Master Technician certification
Ability to obtain required OEM warranty and technical certifications within one year of hire, as applicable to supported vehicle platforms.

Responsibilities

Serve as the single point of contact for all technician escalations across supported depots.
Provide technical guidance on every escalation raised by field technicians, from triage through resolution.
Deliver remote guided diagnostic assistance, walking technicians through structured fault isolation on high-voltage systems, power electronics, and complex vehicle electrical architectures.
Provide real-time direction for intricate repairs and diagnostics, including harness-level and pin-level electrical issues and software-to-hardware conflicts.
Prioritize open escalations by safety risk, vehicle downtime, and fleet impact.
Review all engineering escalations before submission to confirm correct data is captured (fault codes, logs, vehicle/software versions, symptoms, steps already taken).
Validate that each escalation is warranted, resolving issues at the technical assistance level wherever possible.
Own engineering escalations end to end: submission, follow-up, status updates, and resolution.
Manage the handoff back to the field technician team, ensuring the fix, any required repair steps, and verification criteria are clearly communicated.
Communicate recurring technical blockers and fleet-wide trends to senior leadership.
Document every case, including symptoms, diagnostic path, resolution steps, and outcomes.
Maintain case records in the designated maintenance or case management system to a consistent standard.
Analyze case data to identify recurring failures and lead root cause analyses.
Build and maintain internal knowledge documentation (troubleshooting guides, known-issue bulletins) to prevent repeat escalations.
Support the interpretation, localization, and dissemination of updated SOPs and train-the-trainer materials.
Coach AV Tech Levels 1–4 through escalations, building independent diagnostic capability and sound technical decision-making.
Partner with market and operations leadership to improve escalation workflows, response times, and first-time fix rates.
Evaluate diagnostic platforms and remote support tooling to improve speed and accuracy of guided diagnostics.
Ensure all guided repairs follow high-voltage and lithium-ion battery safety protocols, including electric shock, arc flash, and thermal event procedures.
Stop or redirect work when remote guidance cannot be delivered safely, escalating to on-site authority as needed.
Ensure escalation resolutions and repairs meet OEM warranty, internal safety, and partner rider-only readiness requirements.