Manager, Fleet Operations Support
Beverly, MA
Engineering & Maintenance /
Full-time /
Remote
About Us
Highland Electric Fleets’ electrification-as-a-service (EaaS) model aims to make electric school buses and other clean heavy duty vehicles attainable for every district across the US and Canada. Our turnkey solution tackles financing, vehicle procurement, infrastructure upgrade and maintenance to create a reliable and affordable fleet for our customers.
We know that cleaner buses create healthier communities and it’s our mission to eliminate the barriers to better student health and cleaner air - just 10 electric buses will reduce the pediatric asthma risk for 1,500 students!*
We are looking for candidates that want to help support this mission…
*Source: American Journal of Respiratory and Critical Care Medicine. Based on estimates for Highland customer with large fleet
Summary:
The Manager, Fleet Operations Support is responsible for ensuring the smooth operation, high performance, and quality support of Highland’s electric fleet deployments.
This role blends operational oversight, process improvement, technical guidance, and team leadership to deliver an exceptional experience for both external customers and internal stakeholders (customer success, engineering, maintenance).
You will lead and develop a team of Fleet Support Specialists, who provide remote troubleshooting of customer-reported issues and assist in resolving operational challenges. The role requires strong technical aptitude with EV systems, fleet software, and diagnostic processes, to effectively train and guide team members in problem resolution.
Operational Oversight:
- Monitor fleet operational performance using telematics, reporting tools, and customer feedback; identify and address performance gaps.
- Serve as the escalation point for complex operational issues, coordinating with internal teams, customers, and OEM partners to achieve timely resolution.
- Support onboarding of new fleet deployments by ensuring operational readiness, process alignment, and effective hand-offs to support teams.
Technical Guidance and Troubleshooting:
- Provide technical directions to support specialists during remote troubleshooting sessions with customers.
- Review and improve the team’s troubleshooting procedures to speed resolution and minimize repeat issues.
- Keep up to date with OEM systems, EV diagnostic tools, and fleet management technology to advise on solutions.
Process Design & Improvement:
- Design, document, and optimize workflows, escalation paths, and communication protocols for the fleet support team.
- Implement process improvements to enhance response time, troubleshooting accuracy, and customer satisfaction.
- Develop performance metrics (KPIs) for issue resolution, fleet uptime, and service quality.
Team Leadership:
- Lead, mentor, and coach a team of fleet support specialists; provide technical training and professional development to strengthen troubleshooting skills.
- Set clear performance expectations and foster a collaborative, customer-focused culture.
- Conduct regular team meetings to share updates, lessons learned and best practices.
Stakeholder Support:
- Act as a point of contact for operational and technical inquiries from both internal teams and external fleet customers.
- Provide leadership with reporting on fleet status, issue trends, and team performance.
Qualifications:
- 7-10 years’ experience in fleet (heavy, medium, and light-duty vehicle) operations, maintenance, technical support, or service management, with at least 3 years in a leadership role.
- Strong technical aptitude and proficiency with ICE and/or electric vehicle troubleshooting, with a strong emphasis on modern on-highway diagnostics. (Master ASE Certifications preferred)
- Proven leadership experience managing customer-facing teams with a history of building strong working relationships with stakeholders (customers, dealers, and technicians).
- 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.
$135,000 - $155,000 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 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.
