Uptime Remote Monitoring Lead

You will be part of

Hiab offers a variety of different career possibilities for different backgrounds and ambitions, so whatever your passion is, we may just have the job for you! We want to bring in new expertise and fresh ideas, while providing our existing employees with new and interesting career opportunities. Your talent, experience and passion may just be what we seek or need to shape the future of Hiab and our industry. We offer as well: 

• Employees First way of life: all of us should experience Easiness, Empowerment and Excellence every day at work
• Comprehensive benefit package including; health, vision, dental, voluntary life/disability insurance upon first day of employment
• 401k program with 6% company match
• Personal time off and company-paid holidays
• Opportunities for career growth and competitive salary commensurate with experience
• Paid training
• Company mentoring program
• Tuition reimbursement for job-related continued education
• Referral Program
• You may also be provided with a company cell phone, laptop and/or credit card, all to be used for the purpose of conducting company business

Purpose of the position

To lead the Hiab US Digital Services remote monitoring activities. This includes supporting the development and improvement of remote monitoring services, leading day-to-day activities in monitoring incoming alerts, performing diagnostics and notifying the appropriate stakeholders and/or taking appropriate actions to provide best in class customer service.

Main tasks and responsibilities

• Act as hands-on lead for remote monitoring in the US market
• Work with technical support & field service operations teams to provide a seamless customer experience from recommendation to resolution. This includes providing technical support/field engineering teams an overall view of the customer’s fleet under an Uptime Remote Monitoring Agreement
• Help customers and partners to reduce owning and operating costs and improve equipment availability/utilization. This may include fact-based repair or operational recommendations that enable proactive maintenance, repair, and application management for the customer
• Provide a high level of customer experience associated with Condition Monitoring to ensure customers renew agreements and receive value from investments made in HiPerform service solutions
• Be the main US point of contact for the global remote monitoring and Uptime development and operations teams
• Perform remote monitoring for customers fleet in terms of telemetry, maintenance, logistics data to ensure the optimal performance of the fleet
• Make recommendations to improve performance of customers' equipment based on various digital tools
• Drive continuous process implementation and improvement actions
• Collaborate on the continuous development of the Uptime (remote monitoring) solution and participate in various activities contributing to the solutions success
• Make use of our data, i.e. gather and combine multiple data sources for data analysis and propose and collaborate with the data team on implementation

Contacts/Working closely with:

• Sales teams, peers in other markets, product team, technical support and service field teams
• Customers and channel partners

What you’ll need to succeed

Education:

• Bachelor’s degree in relevant field or equivalent experience in:
  • Mechanical, electrical, or sustainability engineering or technical troubleshooting

Working experience:

• +5 years of experience with remote monitoring or troubleshooting electrical and mechanical faults, preferably in a heavy equipment or trucking environment
• Experience in working closely with partners and customers with a focus on adding value to their business by providing solutions
• Experience in leading a function and or developing/improving systems and processes

Skills and competencies:

• Strong interpersonal, communication and presentation skills
• Relationship management, build and maintain relationships with a can-do attitude
• Experience in digital solutions: fleet management, telematics, IoT or data analytics
• Interpreting results from complex technical analyses and present results in a form that is understood and actionable by operations, product, or marketing stakeholders
• Ability to learn and adapt to changing situations
• Ability to connect with end-user customers at different levels in their organizations
• Ability to investigate customer needs and connect that to our solution is crucial
• Ability to develop and grow long-term relationships with customers
• Basic skills/experience in SQL and/or Python applied on data analytics

Personal attributes or qualities:

• Result-oriented and fact-based
• Self-driven and determined
• Team-player
• Seek opportunities, ability to take estimated risks
• Cooperative
• Trustworthy

Interested to join?

If you are excited about this opportunity, please submit your Resume/CV today for consideration!

HIAB USA is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, veteran status, genetic information, or any other legally protected characteristic. All employment decisions, including recruitment, hiring, and training, are based on merit, qualifications, and business needs.
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