Technical Support Manager (Indonesia)

About the job Technical Support Manager (Indonesia)

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.

Responsibilities:

Operations/Technical

1. Drive the operational plan, oversee day-to-day operation activities such as manpower deployment and contingency management.
2. Monitor and ensure productivity is achieved in the department.
3. Proactively monitor the health status of all products, identify exceptional cases, and initiate and prioritize the repair process when required.
4. Recommend enhancements to improve systems performance.
5. Analyze and identify industry trends and customer needs, providing feedback to improve the feasibility of new product development.
6. Manage and solve technical issues faced by customers.
7. Establish end-to-end service delivery for projects.
8. Provide products and systems training to internal employees and customers when required.
9. Review and approve all vendor services and related costs, ensuring costs are properly managed.
10. Control inventory, ensuring stock levels are managed.

Control Room

1. Lead the control room team, ensuring all inbound queries raised by customers are addressed and followed up in a timely manner.
2. Manage and troubleshoot any technical operations raised by customers.

Requirements:

1. Bachelor's Degree in Engineering with strong electronics/technical experience.
2. Minimum of 5 years of experience in the role and experience in managing and growing a team.
3. Experience in the System Integrator (SI) industry or familiarity with SaaS platforms is an added advantage.
4. Proven track record in incident and troubleshooting management.
5. Good leadership and people management skills with the ability to work under pressure.
6. Excellent communication and interpersonal skills.
7. Hands-on and a can-do attitude.
8. Technically independent with good initiative.
9. Strong analytical and problem-solving skills with an out-of-the-box approach in providing solutions.