Fleet Monitoring Specialist

EquipmentShare is Hiring a Fleet Monitoring Specialist

Job Summary: The Fleet Monitoring Specialist will be responsible for providing 7x24x365 remote monitoring management and troubleshooting of EquipmentShares heavy equipment rental fleet. Service delivery will also extend to Customer Owned Equipment (COE) fleets. The UMC will work collectively to maintain the EquipmentShare fleet to meet equipment performance and availability requirements allowing our rental branches and customers to meet their business needs.

Supervisory Responsibilities: No

Duties/Responsibilities:

• Perform job duties in accordance with EquipmentShares vision mission and values.
• Responsible for fleet monitoring services; reporting and responding to events and alarms supporting the incident management process including defining the impact properly escalating troubleshooting and resolving incidents.
• Partner with the Services Technical Support team to troubleshoot and quickly resolve complex issues on assets within the EquipmentShare fleet and customer owned fleets.
• Collaborate with various teams and personnel within EquipmentShare (e.g. Warranty Procurement Software Engineering Service Technicians Service Managers etc) to resolve complex issues spanning multiple functional areas.
• Monitor service maintenance intervals create work orders schedule service and order/ship PM service kits.
• Monitor and respond to branch personnel/customer queries and requests across various communication channels such as chat email and phone.
• Ensure the open incident/ticket backlog is at optimal levels and incident remediation activities are progressing towards resolution in a timely manner.
• Followup with branch personnel and customers to ensure issues are resolved to their satisfaction before closing cases.
• Responsible for end to end delivery of change management requests on customer owned fleets.
• Contribute to a knowledge base in an effort to drive selfservice initiatives and to resolve subsequent issues more quickly and efficiently.
• Participate in training initiatives and contribute to enhancing team knowledge.
• Adhere to contractual SLO/SLA performance and support team KPIs.
• Represents the department effectively & professionally as required both internally and externally to our end customers.

Required Skills/Abilities:

• 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 abilities to work in a 7x24x365 Managed Services organization.
• Strong technical expertise in the heavy equipment and/or equipment rental industries.
• Must be able to work in a 7x24 environment with rotating shifts and a potential oncall 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 multitask and manage multiple priorities.
• Working knowledge of GSuite including Gmail Google Docs Sheets and Drive.
• Ability to proofread and edit written content.
• Attention to detail with the ability to quickly identify process breakdowns.
• Ability to be flexible and adapt to change in a positive manner.
• Selfstarter 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.

Education and Experience:

• Associates or Bachelors degree in Business Administration IT/Computer Sciences Operations Management Mechanical Engineering or a related technical field with direct customer support experience.
• At least 25 years of remote monitoring/management center experience preferably in the heavy equipment truck or diesel engine industries.
• Combination of equivalent industry certifications education & experience.

Physical Requirements:

• Must be able to sit and stand for long periods of time

Why Were a Better Place to Work

• Competitive salary.

• Medical Dental and Vision coverage for fulltime 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 ledcourses/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.

About You

Our mission to change an entire industry is not easily achieved so we only hire people who are inspired by the goal and up for the challenge. In turn our employees have every opportunity to grow with us achieve personal and professional success and enjoy making a tangible difference in an industry thats long been resistant to change.

EquipmentShare is committed to a diverse and inclusive workplace. EquipmentShare is an equal opportunity
employer and does not discriminate on the basis of race national origin gender gender identity sexual orientation
protected veteran status disability age or other legally protected status.