Director of Fleet Monitoring

Summary

Join EquipmentShare as the Director of Fleet Monitoring, leading a team of technicians providing 24/7 remote monitoring, management, and troubleshooting of heavy equipment rental fleets. You will build and manage a team, ensure service delivery for both EquipmentShare and customer-owned equipment, and oversee the Uptime Management Center (UMC). This role involves supervisory responsibilities, including hiring, training, and performance management, as well as establishing and maintaining professional relationships with internal departments and external markets. You will also be responsible for setting team KPIs, providing input on organizational priorities, and managing the Managed Services budget. This position requires strong technical expertise in the heavy equipment and/or equipment rental industries, proven leadership skills, and experience in defining and implementing Managed Services goals and metrics.

Requirements

• 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 buy-in
• 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 multi-task and manage multiple priorities
• Working knowledge of G-Suite, including Gmail, Google Docs, Sheets, and Drive
• Ability to proofread and edit written content
• Attention to detail with the ability to quickly identify process break-downs
• Ability to be flexible and adapt to change in a positive manner
• Ability to travel on an as-needed basis
• Self-starter 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
• Bachelor's degree in Business Administration, IT/Computer Sciences, Operations Management, Mechanical Engineering, or a related technical field with direct customer support experience
• At least 5-7 years of technical support management in the heavy equipment, truck, or diesel engine industries
• Combination of equivalent education & experience
• Must be able to sit and stand for long periods of time

Responsibilities

• Perform job duties in accordance with EquipmentShare’s 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 organization's 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 organizational-level 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/on-call rotations as required to support 7x24x365 coverage
• Ensures the team is equipped to manage workload through staffing, process efficiencies and on-call 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 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 best-in-class results
• Actively research the newest and best-in-class Service practices, tools and standards, for applicability to the organization’s 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 day-to-day activities more manageable

Benefits

• Competitive salary
• Medical, Dental and Vision coverage for full-time 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 led-courses/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