The Technical Operations Specialist ensures fleet performance and reliability, addressing issues, monitoring operations, and optimizing processes while collaborating with various stakeholders.
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 America’s 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 nation’s largest electric school bus fleets, Highland delivers reliable, cost-effective solutions that support local communities and drive the future of transportation.
Summary:
The Remote 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.
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 genetics. In 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.
Top Skills
Enterprise Asset Management Systems
Ticketing Systems
Workflow Management Tools
Similar Jobs
Artificial Intelligence • Cloud • Sales • Security • Software • Cybersecurity • Data Privacy
The Product Manager will oversee the entire product lifecycle, driving innovation, scoping work with stakeholders, and managing backlogs in an agile environment.
Top Skills:
Cloud InfrastructureEnterprise SoftwareMicro-ServicesSaaSWeb Connectivity
Artificial Intelligence • Machine Learning
Own and modernize Domino's Tempest scale-testing platform; build repeatable automated validation, sizing guidance, and cloud-scale test automation; partner with platform teams to enable multi-cloud scale testing and improve test reliability and reporting.
Top Skills:
Ci SystemsCloud PlatformsCloud-Native ToolingEnd-To-End FrameworksKubernetesMulti-CloudPerformance/Load Testing FrameworksPythonTempest
Artificial Intelligence • Productivity • Software • Automation
The Enterprise Account Executive will drive revenue by owning the sales cycle, understanding customer needs, navigating complex sales, and collaborating with teams to build strategic plans.
Top Skills:
Ai ToolsAPIsAutomationHubspotIntegrationsSaaS
What you need to know about the Boston Tech Scene
Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
