Technical Operations Specialist
About The Position
The Technical Operations Specialist plays a key role in maintaining the performance and reliability of Highland Electric Fleets’ electric school bus fleet. This position requires strong technical expertise and a proactive approach to fleet monitoring and remote diagnostics. The specialist conducts initial assessments of system alerts and customer-submitted support tickets to identify issues, determine root causes, and recommend appropriate solutions. Based on the findings, the specialist advises on the best course of action, which may include customer-performed repairs, Highland-performed maintenance, or escalations to dealers or vendors for resolution.
Requirements
- 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.
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.
Benefits
- Competitive base salary and performance-based bonus program
- A supportive, highly collaborative, team-oriented environment
- Opportunities to make a difference, be heard, add value, and be recognized
- Growth and development with a leader in this new and exciting industry
- Ability to work with bright, innovative, and forward-thinking colleagues
- Health, Vision, and Dental coverage for employees & their dependents
- Life insurance, public transportation assistance
- Generous Paid Time Off
- 401(k) program and company match
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
51-100 employees
