Technical Support Manager

Cartrack; Markham; On-site; CAD 80,000 - 100,000; Full time

Job summary

A leading smart mobility SaaS company seeks a Technical Support Manager in Markham. This role involves driving operations, managing a team, and overseeing technical support processes for a dynamic organization supported by a culture of collaboration and innovation.

Qualifications

• Minimum 5 years experience in a technical support or managerial role.
• Experience in the System Integrator industry or SaaS platforms is a plus.
• Strong interpersonal and leadership skills.

Responsibilities

• Drive the operational plan and manage technical operations.
• Monitor product health and troubleshoot customer issues.
• Lead the control room team and ensure timely responses.

Skills

Leadership

Problem-solving

Communication

Technical independence

Analytical thinking

Education

Bachelor Degree in Engineering

Job description

We are a world-leading smart mobility SaaS company with over 2,000,000 subscribers across 23 countries and we are looking for a Technical Support Manager to join our team. Our teams are collaborative, vibrant and fast-growing and all team members are empowered with the freedom to influence our business with ideas that drive innovation and efficiency.

Responsibilities :

Operations/Technical

• Drive the operational plan, oversees day-to-day operation activities such as manpower deployment and contingency management.
• Monitor and ensuring productivity are achieve in the department.
• Pro-actively monitor the health status of all products, identify exceptional cases, and initiate and prioritize the repair process when required.
• Recommend enhancements to improve systems performance.
• Analyse and identify industry trends and customers need and provide feedback to improve the feasibility of new product development.
• Managing and solving technical issues faced by customers.
• Establish end-to-end service delivery for projects.
• Provide products and systems training to internal employees and customers when required.
• Review and approve all vendor services and its related cost ensuring cost are being properly managed.
• Inventory controlling ensuring stock level are being managed.

Control room

• Lead the control room team ensuring all inbound queries raised by customers are addressed and followed up in a timely manner.
• Manage and troubleshoot any technical operations raised by customers

Requirements :

• Bachelor Degree in Engineering with strong electronics / technical experiences.
• Minimum of 5 years experience in the role and experience in managing and grow a team.
• Experience in System Integrator (SI) industry or familiar with SaaS platform is an added advantage.
• Proven track record in incident and troubleshooting management.
• Good leadership and people management skills and ability to work under pressure.
• Excellent communication and interpersonal skills.
• Hands-on and a can-do attitude.
• Technically independent with good initiative.
• Strong analytical and problem-solving skills with an out-of-box approach in providing solutions.