Telematics Connectivity & Customer Success Analyst
Position Summary
We are seeking a Telematics Connectivity & Customer Success Analyst to support the Digital Solutions Business Development team by leading the operational monitoring and analysis of fleet connectivity across a global connected-engine customer base.
This position will focus on identifying non-communicating telematics devices, investigating connectivity failures, determining root causes, coordinating corrective actions with internal stakeholders, and developing regular reporting to improve fleet connectivity and customer uptime.
As the number of connected engines continues to grow, this role will help establish a proactive connectivity management process while improving customer onboarding, operational readiness, and the overall customer experience.
Key Responsibilities
Connectivity Monitoring, Analysis & Reporting
- Monitor fleet connectivity across customer accounts and identify non-communicating telematics devices.
- Analyze connectivity trends using available monitoring tools, data, and reports.
- Validate communication status between telematics devices, cloud infrastructure, and customer networks.
- Prioritize connectivity issues based on customer impact and business priorities.
- Track issue resolution and monitor overall fleet communication health.
- Develop regular reports and executive-level summaries highlighting connectivity performance, major risks, recurring issues, and trends.
Root Cause Analysis & Troubleshooting
- Perform detailed investigations to determine the root cause of telematics communication failures.
- Differentiate between potential hardware, firmware, network, installation, configuration, power, SIM, and customer infrastructure issues.
- Partner with Engineering, Product, Service, IT, and regional teams to validate findings and coordinate corrective actions.
- Track recurring connectivity problems and identify systemic issues and opportunities for improvement.
- Document findings and maintain visibility into issue status through resolution.
Customer Success & Operational Support
- Support customer onboarding and operational readiness activities for new customer deployments.
- Assist with Customer Success projects, documentation, reporting, and process improvements.
- Help develop scalable operational processes to support a growing global customer base.
- Provide operational support for strategic initiatives and cross-functional projects as business priorities evolve.
- Help ensure connectivity issues are identified and addressed proactively to minimize customer downtime.
Continuous Improvement
- Recommend improvements to connectivity management processes and telematics installation practices.
- Support the development and documentation of standardized troubleshooting procedures.
- Identify opportunities to automate connectivity monitoring, analysis, and reporting.
- Analyze recurring issues to identify opportunities for broader corrective or preventive actions.
- Bring customer connectivity feedback and operational insights into product improvement discussions.
Key Skills & Qualifications
- Strong analytical and root-cause problem-solving skills.
- Experience troubleshooting technical connectivity, telematics, IoT, networking, or similar connected-device issues.
- Ability to analyze data and identify trends, recurring issues, and potential root causes.
- Understanding of connectivity across devices, networks, cloud infrastructure, and customer environments.
- Strong organizational skills with the ability to track multiple issues and priorities through resolution.
- Ability to collaborate effectively across Engineering, Product, Service, IT, Customer Success, and other business functions.
- Strong written and verbal communication skills, including the ability to summarize technical issues for both technical and business audiences.
- Ability to work independently and take ownership of operational issues.
- Customer-focused mindset with an emphasis on uptime, reliability, and continuous improvement.
Preferred Experience
- Telematics or connected-vehicle/connected-equipment systems.
- IoT devices and remote connectivity.
- Fleet management or commercial vehicle environments.
- Technical troubleshooting and root-cause analysis.
- Connectivity monitoring and reporting tools.
- Customer onboarding or Customer Success operations.
- Process development, documentation, and continuous improvement.
- Data analysis and reporting.
- Working with globally distributed customers and cross-functional teams.
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