Technical Support Manager

ABOUT THE POSITIONMeet the Smart Safety CompanyAt Safe Fleet our name says it all. We make fleet vehicles – and everyone in and around them – safer. Our fleet safety platform brings together best-in-class products, ground-breaking technology, and a 100-year history of fleet know-how and innovation to solve the world’s biggest fleet safety problems.Our core value is safety. Without safety first, efficiency and productivity are not possible. This is true for our products, our culture, and our relationship with our community. Our vision is to reduce preventable deaths and injuries in and around fleet vehicles with a goal of ZERO accidents.We are re-defining what safety means for fleets of every type – from school buses to waste collection trucks, firefighting to utility vehicles, police cruisers to delivery vans.Whether you work in our Charlotte plant to build life-saving stop arms for school buses, or design advanced camera vision products in our Vancouver office, forge valves and high-quality nozzles to fight fires, or dream up new ways to protect fleet operators in our Corporate HQ in Kansas City, you’ll contribute to our goal to keep everyone safe.We are a fast-growing manufacturing, service, and technology company with over 1700 employees in over 15 locations across Canada and the US. We’re looking for motivated self-starters with innovative thinking to join our team and help us achieve our growth and performance goals. Sound like you?JOB SUMMARYWe are looking for a proactive and experienced Technical Support Manager to lead our team, supporting both telematics software and hardware solutions. This highly visible role combines leadership with hands-on technical expertise. The ideal candidate will excel in team management, resolving complex technical challenges, and delivering outstanding customer experience.As Technical Support Manager, you will balance overseeing daily operations, mentoring team members, and working in the field on installations and troubleshooting. Acting as the key liaison between customers, product and engineering teams, and field technicians, you will ensure seamless communication and exceptional service delivery. RESPONSIBILITIESRecruit, 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.EDUCATION AND/OR EXPERIENCEBachelor’s degree in Engineering, Computer Science, Information Systems, or related field preferred.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.Hands-on experience with device installation, diagnostics, and troubleshooting in trucks/trailers is highly desirable.Strong understanding of networking, mobile technology, and cloud-based software. Familiarity with GPS, sensors, ELD (Electronic Logging Device), and vehicle communication protocols a plus.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.At Safe Fleet, we do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Our core values of integrity, innovation, teamwork, customer focus, and safety guide our efforts to provide a workplace where all employees can thrive and reach their full potential.None