• 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. • 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. • 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. • Lead periodic fleet performance review conversations with customers, providing constructive feedback and updates.