Product Support Manager

Cartrack Holdings Limited; Daerah Khusus Ibukota Jakarta; On-site; USD 25.000 - 40.000; Full time

Job summary

A leading smart mobility SaaS company is seeking a Technical Support Manager in Jakarta. The role involves driving operational plans, managing a team, resolving customer technical issues, and ensuring productivity. Candidates should have a Bachelor's degree in Engineering and extensive experience in the industry.

Qualifications

• Strong electronics/technical experience required.
• Minimum 5 years in similar roles, with team management experience.

Responsibilities

• Drive operational plan and day-to-day activities.
• Manage technical issues and provide training to employees and customers.
• Analyse industry trends to improve product development.

Skills

Leadership

Communication

Problem-Solving

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.

Responsibility

• 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.

• Monitor the OTRS ticketing system daily to ensure all incoming requests are tracked, handled promptly, and escalated to Level 2 support where necessary, with timely follow-up until resolution.

• 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.

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.