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
Operations/Technical
- 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
- 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
- Inventory controlling ensuring stock level are being manage
Control room
- Lead the control room team ensuring all inbound queries raised by customers are addressed and followed up in a timely manner.
- Manage and troubleshoot any technical operations raised by customers
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
- Experience in IoT, Firmware and Application Support
- Proven track record in incident and troubleshooting management especially debugging
- 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
