Technical Support Manager

Cartrack; Daerah Khusus Ibukota Jakarta; On-site; USD 30,000 - 70,000; Full time

Job summary

Join a dynamic and innovative smart mobility SaaS company as a Technical Support Manager in Jakarta. This role offers the chance to lead a vibrant team, ensuring exceptional service delivery and operational excellence. You'll be responsible for overseeing daily operations, managing technical issues, and providing training to both employees and customers. With a focus on driving innovation and efficiency, you will have the opportunity to influence product development based on industry trends and customer needs. If you're a hands-on leader with a passion for technology and problem-solving, this is the perfect opportunity for you.

Qualifications

• 5+ years of experience in technical support management with a focus on electronics.
• Strong leadership and communication skills are essential for this role.

Responsibilities

• Drive operational plans and manage day-to-day technical operations.
• Monitor product health and manage customer technical issues effectively.

Skills

Leadership Skills

Problem-Solving Skills

Technical Troubleshooting

Communication Skills

Analytical Skills

Education

Bachelor's Degree in Engineering

Job description

About the job Technical Support Manager (Jakarta, Indonesia)

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:

1. Operations/Technical
2. Drive the operational plan, oversee day-to-day operation activities such as manpower deployment and contingency management.
3. Monitor and ensure productivity is achieved in the department.
4. Proactively monitor the health status of all products, identify exceptional cases, and initiate and prioritize the repair process when required.
5. Recommend enhancements to improve systems performance.
6. Analyze and identify industry trends and customer needs and provide feedback to improve the feasibility of new product development.
7. Manage and solve technical issues faced by customers.
8. Establish end-to-end service delivery for projects.
9. Provide products and systems training to internal employees and customers when required.
10. Review and approve all vendor services and their related costs ensuring costs are being properly managed.
11. Inventory control ensuring stock levels are being managed.

Control Room:

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

Requirements:

1. Bachelor's Degree in Engineering with strong electronics/technical experience.
2. Minimum of 5 years experience in the role and experience in managing and growing a team.
3. Experience in the System Integrator (SI) industry or familiarity with SaaS platforms is an added advantage.
4. Proven track record in incident and troubleshooting management.
5. Good leadership and people management skills and ability to work under pressure.
6. Excellent communication and interpersonal skills.
7. Hands-on and a can-do attitude.
8. Technically independent with good initiative.
9. Strong analytical and problem-solving skills with an out-of-box approach in providing solutions.