Technical Support Manager
Cartrack Asia · Jakarta Selatan, Indonesia
Sekilas tentang pekerjaan ini
Cartrack Asia mencari Technical Support Manager untuk memimpin operasional dukungan teknis dan aplikasi serta menangani kebutuhan pelanggan. Posisi ini berlokasi di Jakarta Selatan dan ditujukan bagi kandidat dengan pengalaman minimal lima tahun serta pengalaman mengelola dan mengembangkan tim.
Tugas utama
- Mengawasi operasional harian, penempatan tenaga kerja, dan manajemen kontingensi.
- Memantau produktivitas serta tiket OTRS hingga penyelesaian atau eskalasi.
- Memantau kondisi produk dan memprioritaskan proses perbaikan.
- Menangani masalah teknis pelanggan dan memastikan layanan proyek end-to-end.
- Memberikan pelatihan produk serta meninjau layanan vendor dan biayanya.
Kualifikasi utama
- Sarjana Engineering dengan pengalaman kuat di IoT, elektronik, atau bidang teknis.
- Minimal lima tahun pengalaman serta pengalaman mengelola dan mengembangkan tim.
- Pengalaman di industri System Integrator (SI) atau familiar dengan SaaS platform menjadi nilai tambah.
- Memiliki rekam jejak dalam manajemen insiden dan troubleshooting.
- Memiliki kemampuan leadership, komunikasi, analisis, dan pemecahan masalah; mampu bekerja di bawah tekanan.
Ringkasan ini dibuat dengan AI dari deskripsi di bawah. Yang berlaku adalah deskripsi lengkapnya di situs Cartrack Asia.
Deskripsi pekerjaan
Job Summary 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.