Technical Support Manager

Cartrack Technologies Indonesia; Jakarta Pusat; On-site; IDR 240,000,000 - 420,000,000; Full time

Job summary

PT Cartrack South East Asia, part of Cartrack Holdings Ltd., is seeking a Tech/Application Support Manager in Indonesia. The role focuses on leading day-to-day operations, staffing, and proactive product health monitoring, with emphasis on incident management, service delivery, and vendor cost control.

You will drive improvement initiatives, analyze industry trends, and train staff and customers as needed, in a fast-growing, multinational environment with career advancement opportunities.

Qualifications

• Bachelor Degree in Engineering with strong IoT development, 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.
• Excellent communication and interpersonal skills.
• Hands-on and a can-do attitude.

Responsibilities

• 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.
• Analyze 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

Skills

Leadership

Communication

Interpersonal skills

Problem-solving

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 Tech/Application 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.

Job 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.

Analyze 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

Job Requirements

Bachelor Degree in Engineering with strong IoT development, 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.

Computer Software & Networking 101-1,000 employees

PT Cartrack South East Asia is part of Cartrack Holdings Ltd., a global telematics company that operates in 23 countries. We provide a comprehensive fleet management system that includes real-time GPS tracking and data analytics. We develop our integrated Software-as-a-Service (SaaS) platform and manufacture our best-quality IoT devices internally.

In Indonesia, we have a head office in Jakarta and a branch office in Surabaya. As our business grows fast, we also place our representatives in several other areas in Indonesia. Joining our team, you will work in a multinational, dynamic, and positive environment, with career advancement opportunities both locally and regionally.

PT Cartrack South East Asia is part of Cartrack Holdings Ltd., a global telematics company that operates in 23 countries. We provide a comprehensive fleet management system that includes real-time GPS tracking and data analytics. We develop our integrated Software-as-a-Service (SaaS) platform and manufacture our best-quality IoT devices internally.

In Indonesia, we have a head office in Jakarta and a branch office in Surabaya. As our business grows fast, we also place our representatives in several other areas in Indonesia. Joining our team, you will work in a multinational, dynamic, and positive environment, with career advancement opportunities both locally and regionally.