Fleet Monitoring Specialist
On-siteColumbia, Missouri, United States
Job Summary
Monitor and troubleshoot heavy equipment rental fleets and customer-owned assets through 7x24x365 remote operations, responding to alarms, incidents, and branch queries via chat, email, and phone. Create work orders for service maintenance intervals, schedule PM kits, and manage end-to-end change management requests for customer fleets. Collaborate with technical support, warranty, and engineering teams to resolve complex issues, maintain optimal incident backlogs, and ensure timely resolution before closing cases. Contribute to knowledge base initiatives and participate in training to drive self-service efficiency while adhering to SLO/SLA performance metrics and team KPIs.
Required Qualifications
- Associate's or Bachelor's degree in Business Administration, IT/Computer Sciences, Operations Management, Mechanical Engineering, or a related technical field
- 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 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
- Must possess a professional yet enthusiastic and friendly demeanor
- Must be able to sit and stand for long periods of time
- Employment is contingent on passing a background check
- some roles require passing a drug test
Desired Qualifications
- 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
- See challenges as opportunities
- Embrace change and continuous improvement
- Bring energy, effort, and optimism every day
- Ability to be flexible and adapt to change in a positive manner
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