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 Cartrack’s 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:

• Bachelor’s degree in Engineering, Information Technology, Electronics, or related field.
• Minimum 5–7 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.