Technical Support Manager (IOT)

Company Overview

Cartrack, a subsidiary of Karooooo Ltd. (listed on NASDAQ as KARO), is a global leader in mobility solutions, specializing in real-time data analytics, fleet management, and vehicle tracking. With over 2.3 million active subscribers across more than 23 countries, Cartrack’s mission is to drive efficiency and connectivity for vehicle fleets worldwide, making transportation smarter and more sustainable.

As a pioneer in the telematics industry, Cartrack provides a comprehensive Software-as-a-Service (SaaS) platform that delivers critical insights to businesses, enabling them to optimize their operations, reduce costs, and enhance safety. The platform is trusted by small to large enterprises across various industries, including logistics, insurance, and automotive, for its reliability, scalability, and robust performance.

At Cartrack, we are not just offering a job; we are offering the opportunity to be part of a mission-driven company that is transforming the way fleets operate globally. Our commitment to innovation, customer satisfaction, and sustainability is reflected in our continuous growth and strong financial performance, as we expand our footprint in key regions like Southeast Asia, Europe, and Africa.

Join us at Cartrack and be part of a dynamic team that is shaping the future of connected mobility, ensuring that fleets around the world are more efficient, safe, and connected.

Responsibilities

Support Operations & Performance

• Monitor and ensure departmental productivity and service level objectives are achieved.

• Oversee day-to-day operations within the support team, ensuring efficient case handling and timely resolution of all technical issues.

• Conduct regular OTRS (Open-Ticket Request System) reviews to assess ticket handling quality, response times, and escalation effectiveness.

IoT System & Product Monitoring

• Proactively monitor the health, connectivity, and performance of all IoT sensors and systems.

• Identify exceptional cases, anomalies, or potential failures and initiate appropriate repair or maintenance processes.

• Recommend enhancements to improve IoT system reliability, scalability, and performance.

Customer Support & Escalation Management

• Manage and oversee the escalation process for customer support issues to ensure prompt resolution and customer satisfaction.

• Act as a key point of contact for critical issues requiring coordination between technical, engineering, and management teams.

• Establish and maintain an escalation matrix to ensure structured communication and accountability.

Continuous Improvement & Product Development Support

• Analyse customer feedback, support data, and industry trends to identify opportunities for product and service improvements.

• Provide detailed technical insights and feedback to assist in new product feasibility and development initiatives.

Requirements

• Bachelor's 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.

• 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.