Technical Support Manager

Overview

• Serve as the subject matter expert for Cameramatics, providing guidance on software, hardware, connectivity, and integration-related issues.
• Support and enable the team to deliver timely, effective, and high-quality solutions for customers.
• Recruit, mentor, and develop a high-performing technical support team, fostering a culture of accountability, collaboration, continuous learning, and customer excellence.
• Establish, monitor, and continuously improve key performance indicators (KPIs) to ensure service level agreements (SLAs) are consistently achieved while maintaining an exceptional customer experience.
• Drive process improvement initiatives by identifying inefficiencies, implementing best practices, and enhancing workflows to improve both team productivity and customer outcomes.
• Act as a trusted customer advocate, building strong relationships, understanding customer challenges, and ensuring customers realise maximum value from Cameramatics products and services.
• Use support metrics, trend analysis, and customer feedback to identify opportunities for improvement, inform decision-making, and enhance team performance and customer satisfaction.
• Lead the resolution of complex escalations by looking beyond immediate issue resolution to identify underlying causes.
• Conduct root cause analysis (RCA), implement corrective actions, and drive sustainable process and product improvements to help prevent recurring issues.

Requirements

• Demonstrated technical expertise, ideally gained within fleet telematics, video technology solutions, SaaS, IoT, or related industries, with the ability to quickly understand and troubleshoot complex systems.
• Strong knowledge of computer systems, networking principles, connectivity technologies, and structured troubleshooting methodologies, with a methodical and analytical approach to problem solving.
• Proven experience leading, coaching, and developing technical teams, creating a collaborative, high-performing culture focused on continuous improvement and customer success.
• A customer-first mindset with a genuine passion for delivering exceptional service, building trusted relationships, and ensuring customer issues are resolved effectively and efficiently.
• Excellent written and verbal communication skills, with the ability to translate complex technical concepts into clear, concise, and customer-friendly language for both technical and non-technical audiences.
• Strong critical thinking and problem-solving abilities, remaining calm and focused under pressure while diagnosing issues, identifying root causes, and driving timely resolutions.
• A proactive, self-motivated approach with the confidence to take ownership, navigate ambiguity, and thrive in a fast-paced, evolving environment.
• Strong organisational and prioritisation skills, capable of managing multiple competing demands while maintaining a high standard of quality and attention to detail.
• A continuous improvement mindset, always seeking opportunities to enhance processes, team performance, and the overall customer experience.

#J-18808-Ljbffr…