Regional Technical Support Manager
Regional Technical Support Manager
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Salary Not Disclosed
1 Vacancy
Job Description
Key Responsibilities:
- Lead manage and mentor a team of technical support engineers across the region to deliver prompt and effective 1st and 2nd level support.
- Develop and implement standard operating procedures for troubleshooting escalations and resolution of technical issues related to telematics devices installations and system performance.
- Monitor daily operations set KPIs and track team performance to ensure service level agreements (SLAs) are consistently met.
- Act as the main point of escalation for complex technical issues working closely with product R&D and regional teams to resolve problems efficiently.
- Oversee quality assurance for device fitment installation and field service standards across all countries.
- Coordinate training and upskilling for local technical teams to maintain consistent knowledge of Cartracks products and processes.
- Support the implementation of new products system upgrades or special projects that require technical coordination regionally.
- Build strong relationships with internal stakeholders and customers to maintain trust and improve the customer experience.
- Ensure compliance with all safety security and operational policies in each country.
- Provide regular reports and feedback to senior management on technical issues trends and improvement opportunities.
Requirements:
- Bachelors degree in Engineering Information Technology Electronics or related field.
- Minimum 57 years of technical support experience with at least 3 years in a managerial or regional role ideally within telematics fleet management IoT automotive electronics or SaaS industries.
- Strong hands-on knowledge of troubleshooting hardware and software issues related to IoT or connected devices.
- Proven track record in leading diverse technical teams across multiple countries or regions.
- Excellent analytical problem-solving and decision-making skills.
- Clear communication and interpersonal skills able to build rapport with both technical teams and customers.
- Ability to travel regionally as required.
- Proactive adaptable and thrives in a fast-paced dynamic environment.
Employment Type
Full Time
