Director of Fleet Monitoring
Director of Fleet Monitoring
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Job Description
EquipmentShare is Hiring a Director of Fleet Monitoring
Job Summary: Director of Fleet Monitoring responsible for building and leading a Managed Services team consisting of Fleet Surveillance Technicians that provide 7x24x365 remote monitoring management and troubleshooting of EquipmentShares heavy equipment rental fleet. Service delivery will also extend to Customer Owned Equipment (COE) fleets.
Supervisory Responsibilities: Yes
Duties/Responsibilities:
- Perform job duties in accordance with EquipmentShares vision mission and values.
- Build and lead a team of Uptime Management Center (UMC) Surveillance Technicians responsible for fleet monitoring services and responding to events and alarms supporting the incident management process including defining the impact properly escalating troubleshooting and resolving incidents.
- 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.
- Carries out supervisory responsibilities in accordance with the organizations policies and applicable laws.
- Responsibilities include interviewing hiring and training employees; planning assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
- Establish and maintain professional working relationships with internal departments and rental/retail markets across the organization.
- Establish & monitor team KPIs to ensure performance expectations are met.
- Provide input on organizationallevel priorities strategic goals and vision.
- Assist in the creation management and oversight of the Managed Services budget to ensure responsible spending that maximizes profitability.
- Manage/coordinate/define weekly shift/oncall rotations as required to support 7x24x365 coverage
- Ensures the team is equipped to manage workload through staffing process efficiencies and oncall schedule as appropriate for the given function
- Represents the department effectively & professionally as required both internally and externally to our end customers
- Escalation management of hot issues both from a customer management perspective as well through providing managerial support & guidance to surveillance technicians as required.
- Drive quality process and workflow improvements across the entire department with the goal of increased effectiveness efficiency and bestinclass results.
- Actively research the newest and bestinclass Service practices tools and standards for applicability to the organizations mission
- Set team and individual priorities for direct reports including evaluation of performance providing regular feedback and building personal developmental plans.
- Will serve other needs of the Director to make their daytoday activities more manageable.
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 team leadership and/or crisis management skills in a 7x24x365 Managed Services organization.
- Strong technical expertise in the heavy equipment and/or equipment rental industries.
- Ability to define Managed Services team goals and metrics and then implement a plan to achieve them with team buyin.
- Demonstrated success in establishing business processes that drove higher operational efficiencies and customer satisfaction.
- Experience with managing budgets and/or financial awareness.
- 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.
- Ability to travel on an asneeded basis.
- 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:
- Bachelors degree in Business Administration IT/Computer Sciences Operations Management Mechanical Engineering or a related technical field with direct customer support experience.
- At least 57 years of technical support management in the heavy equipment truck or diesel engine industries.
- Combination of equivalent 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.
Required Experience:
Director
Employment Type
Full Time
