Regional Technical Support Manager

Technical Support Manager

Lead, manage, and mentor a team of technical support engineers across the region to deliver prompt and effective 1st and 2nd level support.

Develop and implement standard operating procedures for troubleshooting, escalations, and resolution of technical issues related to telematics devices, installations, and system performance.

Monitor daily operations, set KPIs, and track team performance to ensure service level agreements (SLAs) are consistently met.

Act as the main point of escalation for complex technical issues, working closely with product, R&D, and regional teams to resolve problems efficiently.

Oversee quality assurance for device fitment, installation, and field service standards across all countries.

Coordinate training and upskilling for local technical teams to maintain consistent knowledge of Cartrack's products and processes.

Support the implementation of new products, system upgrades, or special projects that require technical coordination regionally.

Build strong relationships with internal stakeholders and customers to maintain trust and improve the customer experience.

Ensure compliance with all safety, security, and operational policies in each country.

Provide regular reports and feedback to senior management on technical issues, trends, and improvement opportunities.

Bachelor's degree in Engineering, Information Technology, Electronics, or related field.

Minimum 5–7 years of technical support experience, with at least 3 years in a managerial or regional role — ideally within telematics, fleet management, IoT, automotive electronics, or SaaS industries.

Strong hands-on knowledge of troubleshooting hardware and software issues related to IoT or connected devices.

Proven track record in leading diverse technical teams across multiple countries or regions.

Excellent analytical, problem-solving, and decision-making skills.

Clear communication and interpersonal skills — able to build rapport with both technical teams and customers.

Ability to travel regionally as required.

Proactive, adaptable, and thrives in a fast-paced, dynamic environment.