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Safe Fleet · 1 week ago

Technical Support Manager

Missouri City, TX

Full-time

Hybrid

Senior Level

5+ years exp

Safe Fleet is a fast-growing manufacturing, service, and technology company dedicated to enhancing fleet safety. The Technical Support Manager will lead a team in supporting telematics software and hardware solutions, while also acting as a key liaison between customers and internal teams to ensure exceptional service delivery.

AutomotiveAutonomous VehiclesService Industry

H1B Sponsor Likely

Responsibilities

Recruit, train, and mentor technical support specialists. Establish clear goals, monitor performance, and promote a culture of accountability and excellence

Act as the primary escalation point for complex technical issues, providing hands-on support for SaaS platforms and telematics devices both remotely and on-site

Travel as needed to customer locations for installations, diagnostics, and troubleshooting of truck and trailer telematics equipment

Design and refine support processes, documentation, and training resources. Implement best practices for ticket management and resolution efficiency

Build strong relationships with key customers, gather feedback, and communicate insights to product and engineering teams to drive continuous improvement

Partner with Sales, Product, and Engineering teams to ensure smooth onboarding, deployment, and ongoing support for all solutions

Monitor and report on support KPIs, customer satisfaction metrics, and field service outcomes. Recommend strategies for improvement based on data analysis

Work with Product and Engineering to clarify requirements, guide feature development, and provide UI feedback to ensure solutions meet customer needs and industry standards

Assist Sales with technical support during presales and trial phases for key prospects. Participate in client meetings, answer technical questions, and ensure successful solution demonstrations

Provide urgent support during after-hours emergencies, taking ownership of critical issues to ensure timely resolution

Qualification

Technical support managementSaaS platform supportTelematics hardware expertiseCustomer experience deliveryNetworking knowledgeTeam leadershipCloud-based softwareGPS familiarityIoT experienceSoft skills

Required

5+ years in technical support roles, with at least 2 years in a management position (team lead, supervisor, or manager)

Proven experience supporting SaaS platforms and hardware devices in the IoT or telematics industry

Strong understanding of networking, mobile technology, and cloud-based software

Demonstrated ability to lead, develop, and motivate high-performing support teams

Track record of delivering outstanding customer experiences and resolving complex issues

Willingness to travel (up to 50% throughout the year) for field support and customer visits

Preferred

Bachelor's degree in Engineering, Computer Science, Information Systems, or related field preferred

Hands-on experience with device installation, diagnostics, and troubleshooting in trucks/trailers is highly desirable

Familiarity with GPS, sensors, ELD (Electronic Logging Device), and vehicle communication protocols a plus

Company

Safe Fleet

Safe Fleet Holdings is a provider of safety solutions for fleet vehicles.

Founded in 2013

Belton, Missouri, USA

1001-5000 employees

https://www.safefleet.net

H1B Sponsorship

Safe Fleet has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2023 (1)