As the Global Technical Support Director at Teletrac Navman (TN), you will play a crucial role in enhancing the efficiency and effectiveness of the Technical Support organization. This role will have global responsibility for the T1, T2, T3 and Technical projects team globally, and manage managers. This includes streamlining operations to rapidly resolve customer technical problems, ensuring critical cases are addressed within set timeframes, and leveraging advanced technologies like AI for problem-solving and case deflection. The Global Technical Support Director will also be instrumental in establishing vigorous operating consistency and feedback mechanisms and in driving initiatives to maintain high standards in customer support.
\nThis role will oversee the Global Technical Support team who is focused on making our customers successful by resolving technical issues and challenges, while maintaining a high-quality service. In this role, you will be responsible for delivering 24x7, technical support experience to Teletrac Navman’s user-base. This position requires a unique combination of technical support understanding in SaaS and subscription model of service. As the leader for Global Technical Support, you will grow, develop and motivate global managers and their teams. You will work across the TN solution set, working hand in hand with the broader Customer Success, Engineering, and Product Management teams. You will lead support teams organized by product specialty and focused on the fast resolution of technical issues. Your primary responsibilities include staffing, staffing adherence, establishing and achieving key operational metrics including budget attainment, establishing and managing action plans, developing policies and processes to support the daily operation, developing leaders, delivering a high customer satisfaction as well as high employee satisfaction. Will have regular interactions with executive leadership and others concerning matters of significance to the organization.
\n\nResponsibilities and Duties\n· Evaluate and understand current customer support needs, while also anticipating future needs and building long-term sustainable solutions
\n· Drive continuous improvement of the customer experience through team, process and support tool development.
\n· Understand and build long-term innovative global technology systems that enable enhanced customer
\n· Build strong cross-functional and matrixed relationships and collaborate with Product, Sales, Product Development, Engineering, and others to ensure a positive customer experience
\n· Ensure team is performing in a way that maximizes business productivity, they meet response time service levels, reports are delivered as required by the business and files are received and sent according to business - defined criteria
\n· Sponsor, implement and manage process and productivity improvement programs
\n· Manage and lead the Technical Support team to ensure first class delivery of phone / email support and overall customer support activities to the global customer base
\n· Oversee and ensure a deep understanding of the customer support teams performance against goals/ metrics and take appropriate action to ensure expected results are achieved.
\n· Manage resources (including people) to ensure coverage, availability and capacity meets the demands of the Teletrac Navman customer base.
\n· Remain aware of new product developments in the area of telematics / GPS technology providing input and tactical direction to the business on customer service and support challenges
\nLeadership: \n· Ensure team understand how their role contributes to the achievement of the Teletrac Navman business plans through the communication of ideas, thoughts, and information
\n· Build and maintain a high-performing team through the demonstration of effective leadership (e.g., open communication, trust, leading by example, motivating, etc.)
\n· Create an environment that encourages open communication and trust in which people are motivated and achieve objectives.
\n· Recognise sources of conflict, such as cultural or functional, and act to resolve them, balancing short-term and long-term benefits
\n· Lead through Vontier Business System (VBS)
\n· Hold regular meetings with the team to discuss the direction of the business, highlight any issues, talk through how productivity could be enhanced, debate ideas, etc.
\n· Ensure the team is focused and positive; working well individually and as a team to solve problems, share information, and provide input and ideas on how operationally it could be more efficient.
\n· Seek feedback from the team as to what they look for from you in terms of support, feedback, etc.
\n· Address any areas of conflict as soon as they arise – talk to individuals concerned and attempt to resolve them in a low-key and positive manner. Call upon additional support from P&C as required.
\n· Identify important information from the business environment, introduce this information into the organisation and ensure that it is considered.
\n· Interpret the business strategy and weave these into the strategic conversations you have both inside and outside the business
\n· Open to colleague feedback and ideas they may have on improving what is offered
\n· Establish short-term and mid-term plans and optimise resources to ensure that team objectives are consistently met
\n· Effectively use P&C approaches and tools to select, develop, motivate, reward and retain your team
\n· Reward and recognize employees who contribute to the achievement of Teletrac Navman business goals both formally and informally
\n· Organise and conduct effective quarterly, mid-year and yearly performance appraisals with team.
\n· Drive individual career planning and succession planning within the team
\n· Ensure the effective and robust use of Teletrac Navman recruitment processes and performance management processes when required
\n· Provide effective coaching for the team to ensure they are continually growing and being conscious of other ways to achieve an outcome
\n· Recognise and promote the value each team member brings to the team
\n· Work with associates to isolate areas they feel they would benefit from more training and development and establish a plan to achieve with them.
Required Skills / Qualifications\n· 5+ years of demonstrated experience of effectively leading medium sized customer / technical support teams
\n· Relevant bachelor’s degree preferred
\n· Must be bilingual- English and Spanish
\n· Robust problem-solving skills, with the ability to move strategy into action
\n· Collaborative working style with a focus on building relationships across teams and promoting customer service / delivery best practices throughout the company
\n· Outstanding customer service skills and a VoC focus.
\n· Demonstrated ability to operate both strategically and tactically.
\n· Ability to work within a fast-paced, change embracing corporate culture.
\n· Experience managing outsourced, 3rd party vendors preferred
\nMust be able to travel up to 25%
\n#LI-LS1
Teletrac Navman is a software-as-a-service (SaaS) provider leveraging location-based technology that empowers people managing mobile assets to move their business forward with certainty. It tracks and manages more than 500,000 vehicles and assets for more than 40,000 companies around the world. With headquarters in Orange County, CA, we have an international presence with additional offices in the United States, United Kingdom, ANZ and Mexico. Check our website at www.teletracnavman.com.
Vontier is a $3B global industrial technology company focused on smarter transportation and mobility. Our six operating companies—Gilbarco Veeder-Root, Global Traffic Technologies, Teletrac Navman, Matco Tools, Hennessy Industries, and DRB Systems—are united by a powerful purpose: mobilizing the future to create a better world. Our portfolio of trusted brands includes market-leading expertise in mobility technologies, retail and commercial fueling, fleet management, telematics, vehicle diagnostics and repair, and smart cities. Vontier’s pioneering solutions advance safety, security, efficiency, and sustainability worldwide.