Fleet Monitoring Technician

About the role

The Uptime Monitoring Technician supports the 24/7 remote monitoring and basic management of EquipmentShare’s heavy equipment rental fleet and Customer Owned Equipment (COE). This role focuses on monitoring system alerts, assisting with incident triage, and escalating issues to senior team members to help maintain fleet uptime and performance.

Responsibilities

• Perform job duties in accordance with EquipmentShare’s vision, mission, and values.
• Maintain strict confidentiality.
• Respond to events and alarms; assist with incident triage, documentation, and escalation in accordance with established processes.
• Collaborate with Services Technical Support and senior team members to assist in troubleshooting and resolving equipment issues.
• Cover branch personnel/customer queries and requests across various communication channels such as chat, email, and phone.
• Contribute to knowledge base documentation to support team learning and improve efficiency.
• Participate in training initiatives to support development toward a Fleet Monitoring Specialist role and enhance technical and operational knowledge.
• Work with dealerships on viewing and clearing critical alerts.
• Adhere to contractual SLO/SLA performance and support team KPIs.
• Represent the department professionally in interactions with internal teams and customers.

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.
• Basic understanding of heavy equipment, mechanical systems, or a demonstrated interest in developing technical expertise in this area.
• Must be able to work in a 7x24 environment with rotating shifts and a potential on-call schedule.
• 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 in a fast paced environment.
• 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 identify process gaps and escalate as appropriate.
• Ability to be flexible and adapt to change in a positive manner.
• A 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.
• A professional yet enthusiastic and friendly demeanor.

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.
• A basic understanding of heavy equipment, mechanical systems, or a demonstrated interest in developing technical expertise in this area.
• Must be able to work in a 7x24 environment with rotating shifts and a potential on-call schedule.
• Strong organizational skills with attention to detail and accuracy.
• Strong time management and communication skills.
• An ability to leverage technology to improve communication and efficiency.
• An ability to multi-task and manage multiple priorities in a fast paced environment.
• A working knowledge of G-Suite, including Gmail, Google Docs, Sheets, and Drive.
• An ability to proofread and edit written content.
• An attention to detail with the ability to identify process gaps and escalate as appropriate.
• An ability to be flexible and adapt to change in a positive manner.
• A 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.
• A professional yet enthusiastic and friendly demeanor.

Skills

• 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.
• A basic understanding of heavy equipment, mechanical systems, or a demonstrated interest in developing technical expertise in this area.
• Must be able to work in a 7x24 environment with rotating shifts and a potential on-call schedule.
• Strong organizational skills with attention to detail and accuracy.
• Strong time management and communication skills.
• An ability to leverage technology to improve communication and efficiency.
• An ability to multi-task and manage multiple priorities in a fast paced environment.
• A working knowledge of G-Suite, including Gmail, Google Docs, Sheets, and Drive.
• An ability to proofread and edit written content.
• An attention to detail with the ability to identify process gaps and escalate as appropriate.
• An ability to be flexible and adapt to change in a positive manner.
• A 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.
• A professional yet enthusiastic and friendly demeanor.

Benefits

• Competitive compensation
• Full medical, dental, and vision coverage for full-time employees
• Gym membership stipend + wellness programs (earn PTO and prizes!)
• Company events, food truck nights
• 16 hours of paid volunteer time per year — give back to the community you call home
• Career advancement, leadership training, and professional development opportunities

Pay

Competitive compensation

Schedule

Rotating shifts and a potential on-call schedule.

Qualifications

• Associate’s degree, technical certification, trade school training, or equivalent combination of education and experience preferred.
• 0-2 years of experience in customer support, operation, technical support, or a related field preferred.
• Exposure to heavy equipment, mechanical systems, or fleet operations is a plus, but not required.
• Exposure or interest in coding, scripting, or SQL/database querying is preferred, but not required.