Fleet Monitoring Specialist

Summary

Join EquipmentShare as a Fleet Monitoring Specialist and provide 7x24x365 remote monitoring, management, and troubleshooting of heavy equipment rental fleets. You will collaborate with various teams to resolve complex issues, monitor service intervals, create work orders, and respond to customer queries. This role requires strong technical expertise in heavy equipment and experience in a 7x24 environment. You will contribute to a knowledge base and participate in training initiatives. The ideal candidate possesses strong organizational, communication, and problem-solving skills. EquipmentShare offers a competitive salary and benefits package.

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 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 on-call 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 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
• 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
• Associate’s or 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 2-5 years of remote monitoring/management center experience, preferably in the heavy equipment, truck, or diesel engine industries
• Combination of equivalent industry certifications, 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
• 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
• Follow-up 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 self-service 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

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