Technical Operations Specialist
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Job Location:
Beverly, OH - USA
Monthly Salary:
Not Disclosed
Posted on:
16 hours ago
Vacancies:
1 Vacancy
Job Summary
About Us
Highland Electric Fleets mission is to make electric fleets accessible and affordable for all enabling communities to realize the benefits of cleaner quieter and healthier fleets. Highland is North Americas leading provider of Electrification-as-a-Service (EaaS). Founded in 2019 Highland partners with school districts municipalities and fleet operators to make the transition to electric fleets simple and affordable.
Highland proudly serves as the Official Electric School Bus Provider of the LA28 Olympic and Paralympic Games and Team USA. From pioneering vehicle-to-grid technology to managing some of the nations largest electric school bus fleets Highland delivers reliable cost-effective solutions that support local communities and drive the future of transportation.
Summary:
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.
Fleet Monitoring & Issue Management
- 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.
Proactive Performance & Escalation Management
- 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.
Process Optimization & Knowledge Sharing
- 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.
Leadership & Corrective Action Management
- 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.
Qualifications
- 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.
$75000 - $90000 a year
What You Can Expect from Highland:
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
Highland Electric Fleets provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race color religion sex national origin age disability or addition to federal law requirements Highland Electric Fleets complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment including recruiting hiring placement promotion termination layoff recall transfer leaves of absence compensation and training.
We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.
Required Experience:
IC
Key Skills
- Financial Services
- Information Technology
- Cost Control
- Corporate Risk Management
- Law
About Company
Upgrade to an Electric School Bus Fleet with Highland Electric Fleets, a one-stop shop for fleet electrification.
