• Serve as the single point of contact for all technician escalations across supported depots.
• Provide technical guidance on every escalation raised by field technicians, from triage through resolution.
• Deliver remote guided diagnostic assistance, walking technicians through structured fault isolation on high-voltage systems, power electronics, and complex vehicle electrical architectures.
• Provide real-time direction for intricate repairs and diagnostics, including harness-level and pin-level electrical issues and software-to-hardware conflicts.
• Prioritize open escalations by safety risk, vehicle downtime, and fleet impact.

Engineering Escalation Management

• Review all engineering escalations before submission to confirm correct data is captured (fault codes, logs, vehicle/software versions, symptoms, steps already taken).
• Validate that each escalation is warranted, resolving issues at the technical assistance level wherever possible.
• Own engineering escalations end to end: submission, follow-up, status updates, and resolution.
• Manage the handoff back to the field technician team, ensuring the fix, any required repair steps, and verification criteria are clearly communicated.
• Communicate recurring technical blockers and fleet-wide trends to senior leadership.

Case Documentation & Knowledge Management

• Document every case, including symptoms, diagnostic path, resolution steps, and outcomes.
• Maintain case records in the designated maintenance or case management system to a consistent standard.
• Analyze case data to identify recurring failures and lead root cause analyses.
• Build and maintain internal knowledge documentation (troubleshooting guides, known-issue bulletins) to prevent repeat escalations.
• Support the interpretation, localization, and dissemination of updated SOPs and train-the-trainer materials.

Field Enablement & Process Improvement

• Coach AV Tech Levels 1–4 through escalations, building independent diagnostic capability and sound technical decision-making.
• Partner with market and operations leadership to improve escalation workflows, response times, and first-time fix rates.
• Evaluate diagnostic platforms and remote support tooling to improve speed and accuracy of guided diagnostics.

Safety & Compliance

• Ensure all guided repairs follow high-voltage and lithium-ion battery safety protocols, including electric shock, arc flash, and thermal event procedures.
• Stop or redirect work when remote guidance cannot be delivered safely, escalating to on-site authority as needed.
• Ensure escalation resolutions and repairs meet OEM warranty, internal safety, and partner rider-only readiness requirements.

Required Qualifications

Education & Experience

• Technical mastery equivalent to AV Tech 4, including all duties and requirements of AV Tech Levels 1–4.
• 8–12+ years of advanced automotive, electric vehicle, or autonomous systems experience, including time as a master technician, shop foreman, or technical assistance/field support lead.
• 2+ years in a technical support, escalation management, or OEM technical assistance center (TAC) role preferred.
• Bachelor’s degree in Mechanical Engineering, Electrical Engineering, Robotics, or a related technical field preferred; or Associate’s degree with equivalent mastery-level field experience.

Certifications

• ASE L3 (Light Duty Hybrid/Electric Vehicle Specialist) or equivalent high-voltage certification preferred.
• ASE Master Technician certification preferred.
• Ability to obtain required OEM warranty and technical certifications within one year of hire, as applicable to supported vehicle platforms.

Technical Skills & Tooling

• Expert-level diagnostics of high-voltage battery systems, power electronics, and complex electrical architectures, including harness-level and pin-level faults.
• Proven ability to guide technicians through complex diagnostics remotely, using clear, step-by-step direction.
• Strong understanding of software-to-hardware interactions in autonomous and connected vehicles.
• Expert use of diagnostic platforms, remote support tools, and maintenance/case management systems.
• Ability to analyze fault data and case trends to identify recurring failures and root causes.

Communication & Leadership

• Exceptional written documentation skills, producing clear, complete case records and knowledge articles.
• Ability to translate field findings into precise, actionable engineering escalations, and engineering responses into practical field instructions.
• Calm, decisive communicator under time pressure, able to manage multiple concurrent escalations.
• Proven ability to coach and develop technicians across experience levels.
• Experience partnering cross-functionally with operations, market leadership, and engineering teams.

Work Environment & Physical Expectations

• Comfort making high-stakes technical and safety decisions in real time that affect fleet deployment and passenger safety.
• Ability to operate in a fast-paced environment with evolving hardware, software, and SOPs.
• Primarily remote/desk-based support with periodic on-site depot visits for complex cases, training, and audits.
• Availability to support escalations across shifts and time zones as required by operations.
• Proficiency with shop equipment, high-voltage tooling, and advanced diagnostic interfaces when on site.

Our team is collaborative, positive, curious, and engaged. We think fast, work smart, laugh often, and are looking for like-minded people to join us in our mission to disrupt vehicle ownership and make financial freedom within reach.

Moove is strongly committed to diversity within its community. The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently.

Pre-hiring Notice

Moove relies on the accuracy of information contained in employment applications, as well as the accuracy of other data presented throughout the hiring process and during employment. Any misrepresentations, falsifications, or material omissions in any information or data provided by an applicant may result in the applicant being excluded from further consideration for employment or, if an individual has already been hired, termination of employment.

Drug-Free Workplace Statement: Moove is committed to maintaining a safe, healthy, and productive work environment for all employees. We are a Drug-Free Workplace. Applicants who receive a conditional offer of employment may be required to undergo a pre-employment drug screening.

Safety-Sensitive Addendum: This role is classified as a Safety-Sensitive Position. As such, the company strictly prohibits the use of any substance—legal or illegal—that may impair an employee’s ability to perform their duties safely. Compliance with the company’s drug testing policy is a mandatory condition of employment.

Background Check Disclosure: Moove conducts criminal background checks as part of our hiring process after a conditional offer of employment has been made. A prior criminal conviction will not necessarily disqualify you from employment. We conduct an individualized assessment, considering the nature of the offense, the time passed since the conviction, and the relevance of the offense to the specific responsibilities of the job. We are committed to providing "fair chance" employment opportunities in accordance with federal, state, and local laws.

Moove AV is a multi-state employer that complies with the individual laws in each state in which it operates. If the state or local law prohibits or differs from any statements, conditions or practices contained in this job description, the Company will strictly adhere to such state or local law.

Driving Requirements: This position requires the operation of a motor vehicle for company business. Therefore, any offer of employment is contingent upon the receipt of a valid driver’s license and satisfactory record. Candidates must possess and maintain a valid driver’s license and an acceptable driving history in accordance with our insurance carrier’s standards. Ongoing monitoring of driving records may be conducted during the course of employment.