Product Support Manager

Cartrack Technologies Indonesia; Daerah Khusus Ibukota Jakarta; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

A leading smart mobility SaaS company seeks a Technical Support Manager in Jakarta. This role involves overseeing operational plans, managing a team, and ensuring high-quality customer support by resolving technical issues and providing training. Join a dynamic environment with growth opportunities in a multinational company.

Qualifications

• Minimum 5 years in a similar role with team management experience.
• Experience in System Integrator industry is an advantage.
• Strong technical and electronics background.

Responsibilities

• Drive operational plan and oversee daily activities.
• Manage OTRS ticketing system and resolve technical issues.
• Provide product training to internal staff and customers.

Skills

Leadership

Problem Solving

Communication

Analytical Skills

Education

Bachelor's Degree in Engineering

Job description

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

Responsibilities

• Drive the operational plan, oversee daily activities such as manpower deployment and contingency management.
• Monitor and ensure productivity within the department.
• Manage the OTRS ticketing system daily to ensure requests are tracked, handled promptly, and escalated when necessary, with follow-up until resolution.
• Proactively monitor product health status, identify exceptional cases, and initiate repair processes.
• Recommend system enhancements to improve performance.
• Analyze industry trends and customer needs to provide feedback for new product development.
• Manage and resolve technical issues faced by customers.
• Establish end-to-end service delivery for projects.
• Provide product and system training to internal staff and customers as needed.
• Review and approve vendor services and related costs to ensure proper management.

Requirements

• Bachelor's Degree in Engineering with strong electronics or technical experience.
• At least 5 years of experience in a similar role, with experience in team management and growth.
• Experience in System Integrator (SI) industry or familiarity with SaaS platforms is an advantage.
• Proven track record in incident management and troubleshooting.
• Strong leadership and people management skills, capable of working under pressure.
• Excellent communication and interpersonal skills.
• Hands-on attitude with a proactive, can-do approach.
• Technically independent with good initiative.
• Strong analytical and problem-solving skills, with an innovative approach to solutions.

How long is your notice period?

What is your expected monthly basic salary?

PT Cartrack South East Asia is part of Cartrack Holdings Ltd., a global telematics company operating in 23 countries. We provide comprehensive fleet management systems, including real-time GPS tracking and data analytics. We develop our integrated SaaS platform and manufacture high-quality IoT devices internally.

In Indonesia, our head office is in Jakarta, with a branch in Surabaya, and representatives in several other areas. Join us to work in a multinational, dynamic, and positive environment with opportunities for career advancement locally and regionally.

Visit our website: www.cartrack.id