Responsibilities
- Act as the primary contact for resolving advanced ELD compliance issues after product deployment.
- Manage the full lifecycle of complicated technical cases, coordinating with engineering teams to resolve bugs and maintain clear communication with stakeholders.
- Examine device-generated data and fleet-wide trends using proprietary tools to transform logs into understandable technical summaries.
- Deliver technical assistance during regulatory audits and inspections in coordination with specialized internal teams.
- Lead root cause investigations following incidents to uncover systemic problems, extract key insights, and recommend improvements.
- Work closely with support and engineering groups to resolve high-priority issues and enhance customer outcomes through trend evaluation.
- Guide product teams with technical input on new features to ensure they are support-friendly and intuitive for users.
- Establish validation strategies, success metrics, and operational procedures for new feature rollouts to prepare global support teams.
- Build or enhance internal systems to speed up issue resolution and improve pattern detection in customer data.
- Strengthen organizational knowledge by mentoring support staff and reviewing complex cases to improve team performance.
