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Product Support Manager

Cartrack Holdings Limited

Daerah Khusus Ibukota Jakarta

On-site

USD 25.000 - 40.000

Full time

Yesterday
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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.
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