The Tier 2 Global Team Lead will play a key role in managing a team of 8-10 technical experts in providing efficient and high-quality support. The ideal candidate will have strong leadership skills, a solid background in troubleshooting complex issues, and a commitment to achieving team objectives, KPIs, and service level agreements (SLAs). You will play a key role in managing escalated and pilot cases, new product introductions (NPI), and product releases while ensuring a solid knowledge base is maintained to optimize troubleshooting and reduce case resolution times.
1. Team Leadership and Development
- Lead, mentor, and manage a global Tier 2 team, ensuring high performance, team morale, and professional growth.
- Provide guidance, training, and support to team members, helping them overcome technical challenges and improve skill sets.
- Conduct regular performance reviews, offering constructive feedback and implementing development plans.
2. Priority and Case Management
- Oversee the resolution of complex cases escalated from Tier 1 support and dealer channels, ensuring that each case is handled efficiently and effectively.
- Manage and prioritize pilot cases, escalations, and high-priority incidents, ensuring they are resolved within SLAs and OLAs.
- Ensure timely case closure by monitoring progress and providing necessary support to the team to resolve issues within defined timeframes.
- Use metrics and KPIs to monitor team success and customer satisfaction levels, ensuring that objectives are met.
- Provide regular performance reports to senior leadership, highlighting achievements, challenges, and areas of improvement.
3. Knowledge Base Management and NPI Product Release Support
- Maintain and continuously update a comprehensive knowledge base to support troubleshooting efforts and streamline case resolution.
- Manage collaboration with Tier 1, Tier 3, and product teams to capture and document known issues, solutions, and troubleshooting procedures.
- Ensure the team is prepared for new product introductions (NPI) and product releases by facilitating knowledge transfer and training sessions.
- Lead continuous improvement initiatives by leveraging feedback from the team and customers to improve the support process, knowledge management, and training programs.
- Minimum of 3-5 years of experience in technical support or customer support, with at least 1-2 years in a Tier 1 or 2 leadership role.
- Proven experience managing and leading a diverse, global team.
- Experience managing complex escalations, including cases related to NPI and product releases.
- Excellent leadership, mentoring, and team-building abilities.
- Proven experience in managing and leading a technical support team, ensuring high performance and customer satisfaction.
- Strong analytical skills with the ability to interpret data and generate actionable insights.
- Excellent communication and interpersonal skills, both written and verbal.
- Solid understanding of SLAs, OLAs, and KPIs, with a focus on meeting and exceeding targets.
- Ability to work under pressure and meet deadlines while maintaining a high standard of customer satisfaction.
- Ability to work collaboratively with cross-functional teams.
WHO IS TELETRAC NAVMAN
Teletrac Navman’s goal is to empower the industries that transform and sustain our futures with simple and intelligent solutions that enhance the efficiency, safety, and sustainability of their operation. As a connected mobility platform for industries that manage vehicle and equipment assets, Teletrac Navman simplifies the complex so that its customers can transform the way they work through cloud-based solutions that leverage AI to unlock the power of operational insight.
Teletrac Navman manages more than 700,000 vehicles and assets around the world. The company operates globally, with offices worldwide and headquarters in Northbrook IL. For more information visit teletracnavman.com.
Teletrac Navman is a Vontier company.
WHO IS VONTIER
Vontier (NYSE: VNT) is a global technology company powering the way the world moves. We empower businesses in the transport sector to adapt to a fast-changing landscape by uniting productivity, automation and multi-energy technologies.
Our smart, connected solutions serve roadside convenience retail stores, fleet operators, and auto repair technicians. From integrated payments and EV charging software to carwash technology and retail automation, we help customers stay productive and prepared for a rapidly evolving industry.
With decades of expertise and a balanced portfolio, Vontier enables businesses to navigate complexity, unlock growth, and build a cleaner, safer future. Driven by continuous improvement and the dedication of Team Vontier, we empower businesses to think bigger, act boldly, and thrive on the road ahead. Learn more at www.vontier.com
At Vontier, we empower you to steer your career in the direction of success with a dynamic, innovative, and inclusive environment.
Our commitment to personal growth, work-life balance, and collaboration fuels a culture where your contributions drive meaningful change. We provide the roadmap for continuous learning, allowing creativity to flourish and ideas to accelerate into impactful solutions that contribute to a sustainable future.
Join our community of passionate people working together to navigate challenges and seize new opportunities. At Vontier, you are not on this journey alone, we are committed to equipping you with the tools and support you need to fuel your innovation, lead with impact, and thrive both personally and professionally.
Together, let’s power the way the world moves!
