EV Remote Operations Specialist
Company: Highland Electric Fleets
Location: Beverly
Posted on: April 1, 2026
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Job Description:
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. $75,000 - $90,000 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. We may use
artificial intelligence (AI) tools to support parts of the hiring
process, such as reviewing applications, analyzing resumes, or
assessing responses. These tools assist our recruitment team but do
not replace human judgment. Final hiring decisions are ultimately
made by humans. If you would like more information about how your
data is processed, please contact us.
Keywords: Highland Electric Fleets, Boston , EV Remote Operations Specialist, IT / Software / Systems , Beverly, Massachusetts
